Director of Workforce Strategy & Service Experience

Elevance Health, Inc.; Cincinnati (OH); Hybrid; USD 132,000 - 197,000; Full time

Job summary

Elevance Health, Inc. is seeking a Director of Workforce Management and Service Experience to lead strategic direction and tactical execution of advanced workforce planning, optimization practices, and operation-wide performance improvements.

The role focuses on aligning capacity with forecasted demand, partnering with stakeholders, and driving modernization in a hybrid in-office/remote environment. The incumbent will oversee forecasts, budgets, and performance reviews, while coaching direct

Qualifications

• BS/BA in business, statistics or a related field and at least 5 years direct management in workforce management.
• Minimum 5 years’ experience in service center operations.
• Equivalent education/experience considered.

Responsibilities

• Directs development and execution of forecasts and capacity planning.
• Partners with stakeholders to align workforce plans with forecasted customer needs and budgets.
• Conducts operational review meetings and provides analyses and strategic recommendations.
• Sponsors workforce management modernization through standardization, automation, scalability, and enhanced decision support.
• Hires, trains, coaches, and evaluates direct reports.
• Travels to worksite and other locations as necessary.

Skills

Workforce planning

Forecasting

Capacity management

Operational optimization

Stakeholder collaboration

Data-driven decision making

Education

BS/BA in business, statistics or related field

Job description

Elevance Health, Inc. is seeking a Director of Workforce Management and Service Experience to lead strategic direction and tactical execution of advanced workforce planning, optimization practices, and operation-wide performance improvements.

The role focuses on aligning capacity with forecasted demand, partnering with stakeholders, and driving modernization in a hybrid in-office/remote environment. The incumbent will oversee forecasts, budgets, and performance reviews, while coaching direct