Director, AI‑Driven Staffing Transformation & Operations

Included Health, Inc.; United States; Remote; USD 186,000 - 230,000; Full time

Job summary

Included Health seeks a Director of Staffing Transformation & Operations to lead a multi‑year staffing strategy across Member Care, including workforce management, vendor strategy, and AI enablement. You will oversee capacity planning, outsourcing, and real‑time management to meet service levels and margin goals while delivering an exceptional member and employee experience.

You will partner with cross‑functional teams to build an AI‑forward staffing engine, scale segment‑based approaches, and

Qualifications

• 10+ years of experience in staffing strategy, operating model design, and/or transformation.
• Consulting background preferred in strategy, operations, or transformation.
• Experience leading cross-functional, enterprise-scale transformation in high-volume, multi-channel settings.
• Experience partnering with senior leaders across operations, finance, product, technology, and external partners.
• Experience leading technology-enabled transformation, including AI, automation, or workflow redesign.
• Healthcare, health benefits, or regulated service experience is a plus.

Responsibilities

• Own multi-year staffing strategy across channels, roles, and staffing types.
• Translate demand into capacity, staffing, skilling, and scheduling requirements.
• Lead long-term capacity planning, schedule design, and real-time management.
• Evolve staffing model with AI-forward design and routing strategies.
• Define vendor strategy, performance standards, and risk mitigation with partners.
• Drive AI enablement roadmap and prioritize automation opportunities.
• Own performance metrics for staffing, productivity, and financial outcomes.
• Collaborate on tooling needs for IVR, routing, and reporting.

Skills

Strategic thinking

Systems thinking

Analytical judgment

Enterprise change leadership

AI and automation orientation

Communication to leadership

Education

Bachelor's degree

Job description

Included Health seeks a Director of Staffing Transformation & Operations to lead a multi‑year staffing strategy across Member Care, including workforce management, vendor strategy, and AI enablement. You will oversee capacity planning, outsourcing, and real‑time management to meet service levels and margin goals while delivering an exceptional member and employee experience.

You will partner with cross‑functional teams to build an AI‑forward staffing engine, scale segment‑based approaches, and