Director, Demand PLG & Workforce Ops

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS.
Come be part of remarkable.

Health Equity administers HSAs, FSAs, HRAs, COBRA, and commuter benefits, and our service operations exist to deliver a remarkable experience for our members. The Director, Demand Planning and Worforce Operations leads the consolidated Forecasting and Workforce Management pillar within the Workforce Strategy organization. This leader owns the end‑to‑end demand‑to‑delivery cycle: long‑range and short‑range demand forecasting, capacity and headcount planning, scheduling, and real‑time operations across internal teams and BPO partner sites.

This is not a day‑to‑day execution role. The role is accountable for strategic direction, decision‑ready insight for executives, capability‑building across the team, and leading the organization through significant platform and operating‑model change, including the Verint, Webex, and Amazon Connect migrations, and skill‑based routing readiness.

Forecasting and planning

• Own the enterprise contact demand forecast (topline, LOB, and interval level) and translate it into capacity plans, hiring plans, and budget inputs for internal and BPO operations.
• Model and communicate expected outcomes, including service level, ASA, occupancy, and cost to serve, across scenarios; quantify risks and opportunities to support leadership decisions.
• Lead planning for seasonal peak (Q4/Q1), new partner ramps, and channel expansion (chat, skill‑based routing), with clear assumptions and contingency plans.

Workforce management operations

• Direct scheduling, real‑time queue management, and intraday performance across internal and outsourced sites, with tamper‑clear audit of adherence and performance data.
• Drive WFM platform modernization:
  Verint migration (scheduling, RTQM automation, outcome projection) and readiness for Webex and Amazon Connect capabilities.
• Expand WFM scope beyond member and client services as automation matures.

Leadership and capability building

• Deliver executive communication and decision‑ready reporting: concise narratives, clear recommendations, and quantified trade‑offs rather than raw data.
• Perform and coach data analysis and interpretation beyond standard reporting, connecting operational signals to financial and member‑experience outcomes.
• Coach and build capability across analysts and managers; operate with a strengths‑based, empowerment‑oriented leadership style.
• Lead change management and adoption for new tools, processes, and operating models, including BPO partners.
• Continuously assess team skill gaps and bring build / train / hire recommendations to leadership.
• Align the pillar's work to long‑term organizational priorities and future‑state capability needs, including the lean 2027 operating model.

What success looks like in the first 12 months

• Forecast accuracy and capacity‑plan reliability targets met and reported transparently each cycle.
• Verint migration adopted with measurable scheduling and RTQM automation gains; Q4 2026 / Q1 2027 peak delivered within service‑level and cost commitments.
• Analyst and manager bench strengthened through coaching, with documented skill‑gap assessment and a build / train / hire plan in execution.
• Executive forums receive decision‑ready insight with clear recommendations, reducing escalation and rework.

What you'll need to be successful

Required

• 10+ years in contact center forecasting, capacity planning, and workforce management, including 5+ years leading leaders in a multi‑site environment with BPO partners.
• Demonstrated ownership of enterprise‑level demand forecasting and headcount/budget planning, with strong statistical and scenario‑modeling skills.
• Hands‑on…