Senior Manager, Workforce Management

Job Description A bit about this role: Within the Member Experience Operations team, the Workforce Management function is responsible for ensuring operating teams are staffed to deliver on the world-class service Devoted is known for. Our focus is on delivering on Devoted’s promise to “treat members like family” by ensuring each team has the right support each day to serve our members and patients, and on making Devoted a welcoming and sustainable place to work. That’s where you come in. The Senior Manager for Workforce Management will play a crucial role in building, overseeing, and optimizing workforce planning and operations. This role requires a strategic thinker with exceptional analytical skills, a deep understanding of workforce planning principles, and the ability to create, implement and manage workforce management systems and processes effectively. You will be responsible for growing the impact of the Workforce Management team by identifying and leading cross-functional people, process, and product initiatives. Your Responsibilities and Impact will include: Build WFM from the ground up: Design and implement workforce management systems from scratch (i.e.:, create scheduling models, capacity plans, and staffing ratios for clinical teams). Establish SOPs, playbooks, and governance. Translate strategy into workflows : Turn high-level goals into operational processes (i.e.: adjust staffing coverage, redesign shift structures). Lead discussions to identify gaps and imple