Director Workforce Management and Service Experience

Elevance Health (Anthem); Indianapolis (IN); Hybrid; USD 132,000 - 197,000; Full time

Benefits offered by this job

Benefits package

Equity stock purchase

401k contribution

Incentives

Job summary

Elevance Health is seeking a Director of Workforce Management and Service Experience to provide strategic direction for advanced workforce planning and optimization within FEP Operations and Comprehensive Healthcare Management.

The role leads forecasting, capacity planning, and performance reviews, partnering with stakeholders to align workforce plans with contractual commitments, and driving modernization through automation and data-driven decisions. Travel to worksites may be required.

Qualifications

• Requires BS/BA in business, statistics or a related field.
• Minimum of 5 years direct management in workforce management, including service center experience.

Responsibilities

• Directs development and execution of organizational forecasts and capacity planning.
• Partners with stakeholders to ensure workforce plans and budgets support forecasted needs.
• Conducts operational review meetings to review forecast and performance variance; provides proactive analysis and recommendations.
• Sponsors integrated workforce support, driving modernization through standardization, automation, and efficiency.
• Creates criteria for WFM evaluation systems and assesses effectiveness of activities.
• Ensures effective technology solutions are used consistently.
• Hires, trains, coaches, counsels, and evaluates performance of direct reports.

Skills

Forecasting

Workforce management

Capacity planning

Data-driven decisions

Stakeholder collaboration

Team leadership

Education

BS/BA in business, statistics or related field

Job description

Anticipated End Date: 2026-10-31

Position Title: Director Workforce Management and Service Experience

Director Workforce Management and Service Experience

Location: This role requires associates to be in-office 3 days per week , fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.

The Director Workforce Management and Service Experience is responsible for strategic direction and tactical leadership within Workforce Management to initiate, implement and effectively manage advanced workforce planning, optimization practices and methodology supporting FEP Operations and Comprehensive Healthcare Management.

How You Will Make an Impact

• Directs development and execution of organizational forecasts and capacity planning
• Partners with stakeholders to ensure workforce plans and budgets support forecasted customer needs and contractual commitments
• Conducts operational review meetings to review forecast and performance variance; provides proactive analysis, presentations, and strategic recommendations that improve operational performance, member experience, and associate experience
• Sponsors integrated workforce support, driving workforce management modernization through process standardization, automation, scalability, efficiency, and enhanced business decision support
• Creates criteria for WFM evaluation systems, evaluates effectiveness of existing and proposed workforce management activities
• Ensures that effective technology solutions are utilized consistently
• Hires, trains, coaches, counsels, and evaluates performance of direct reports
• Travels to worksite and other locations as necessary.

Requirements

• BS/BA in business, statistics or a related field and a minimum of 5 years direct management in workforce management to include a minimum 5 years' experience of service center experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skillset and Experience

• Demonstrated experience leading workforce planning, forecasting, capacity management, and operational performance optimization in a complex environment.
• Proven ability to lead teams, drive change, influence business partners, and deliver operational results through data-driven decision making, stakeholder collaboration, and organizational influence.
• Ability to manage multiple, complex, on-going tasks and projects strongly preferred
• Experience leading workforce management, modernization, automation, and process improvement initiatives.

For candidates working in person or virtually in the below locations, the salary* range for this specific position is $131,600- $197,400

Location(s): Columbus Ohio, Virginia

In addition to your salary, Elevance Health offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the Company. The Company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.

* The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

Job Level: Director

Workshift: 1st Shift (United States of America)

Job Family: BSP > Operations