Director, AI-Enabled Staffing & Operations

Remote; San Francisco (CA); On-site; USD 150,000 - 210,000; Full time

Job summary

Included Health is seeking a Director, Staffing Transformation & Operations to lead staffing strategy, workforce management, vendor strategy, and AI enablement for Member Care.

You will own multi-year staffing strategy, scale AI-enabled processes, oversee workforce planning, and partner with product, engineering, finance, and external partners to deliver a high-quality member and employee experience while driving efficiency and margin.

Qualifications

• Ten years+ in staffing strategy, operating model design, or transformation.
• Consulting background in strategy, operations, or transformation is preferred.
• Proven leadership of cross-functional transformation initiatives in high-volume environments.
• Experience partnering with senior leaders across ops, finance, product, tech and external partners.
• Experience leading tech-enabled transformation including AI, automation, or tooling modernization.
• Healthcare, health benefits, or regulated service experience is strongly preferred.

Responsibilities

• Own multi-year staffing strategy across channels, roles and staffing types.
• Translate demand forecasts into capacity, staffing, skilling and scheduling requirements.
• Lead workforce management including long-term capacity planning and real-time management.
• Evolve staffing models with segment-based design and routing strategies.
• Define staffing model in AI-forward environment, moving beyond inbound handling.
• Own vendor strategy and manage BPO relationships for performance and value.
• Set KPIs for vendor partners and ensure alignment with service levels and cost.
• Oversee training, quality, and product/IT collaboration for vendor readiness.
• Drive AI enablement roadmaps and prioritize opportunities to improve frontline workflows.
• Own a core set of staffing, productivity, vendor, and financial metrics and reporting.
• Collaborate with Analytics and Finance to connect demand, capacity and results.

Skills

Strategic thinking

Analytical skills

Cross-functional leadership

Change management

AI & automation prioritization

Staffing strategy

Education

Bachelor’s degree

MBA/MHA/MS preferred

Tools

WFM platforms

AI tooling

Job description

Included Health is seeking a Director, Staffing Transformation & Operations to lead staffing strategy, workforce management, vendor strategy, and AI enablement for Member Care.

You will own multi-year staffing strategy, scale AI-enabled processes, oversee workforce planning, and partner with product, engineering, finance, and external partners to deliver a high-quality member and employee experience while driving efficiency and margin.