Director of Demand Planning & Workforce Ops (Remote)

HealthEquity, Inc.; United States; Remote; USD 127,000 - 160,000; Full time

Benefits offered by this job

Medical benefits

HSA match

Dependent care FSA

Unlimited PTO

Parental leave

401(k) match

Tuition assistance

Wellness program

Gym reimbursement

Job summary

HealthEquity, Inc. is seeking a Director of Demand Planning and Workforce Operations to steer the enterprise forecasting, capacity planning, and staffing across internal teams and BPO partners.

This role drives strategic direction, executive reporting, and capability-building amid platform migrations and change initiatives. You will own the demand forecast, translate it into hiring plans, model service levels and cost to serve, and lead a modernized WFM stack including Verint, Webex, and Amazon

Qualifications

• 10+ years in contact center forecasting, capacity planning, and workforce management, including 5+ years leading leaders in a multi-site environment with BPO partners.
• Ownership of enterprise-level demand forecasting and headcount/budget planning, with strong statistical and scenario-modeling skills.
• Hands-on depth with WFM and telephony platforms (Verint or equivalent; Cisco/Webex; cloud contact center platforms) and experience leading platform migrations.
• Proven executive communication: able to distill complex analysis into clear recommendations for VP+ audiences.
• Track record of change leadership, coaching, and building high-performing analytical teams.

Responsibilities

• Forecasting and planning: Own the enterprise contact demand forecast and translate it into capacity plans, hiring plans, and budget inputs for internal and BPO operations.
• Model and communicate expected outcomes, including service level, 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.
• 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.
• 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.

Skills

Forecasting leadership

WFM experience

Executive communication

Data analysis

Change management

Tools

Verint

Webex

Amazon Connect

Job description

HealthEquity, Inc. is seeking a Director of Demand Planning and Workforce Operations to steer the enterprise forecasting, capacity planning, and staffing across internal teams and BPO partners.

This role drives strategic direction, executive reporting, and capability-building amid platform migrations and change initiatives. You will own the demand forecast, translate it into hiring plans, model service levels and cost to serve, and lead a modernized WFM stack including Verint, Webex, and Amazon