Director, Workforce Strategy & Service Experience

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

Job summary

Elevance Health in Virginia is seeking a Director of Workforce Management and Service Experience to lead strategic direction and tactical execution of advanced workforce planning across FEP Operations and Comprehensive Healthcare Management.

You will drive forecasts, capacity planning, and performance improvement through data-driven decision making, stakeholder collaboration and modernization initiatives, while building a high-performing team and ensuring operational excellence across sites,

Qualifications

• BS/BA in business, statistics or a related field and a minimum of 5 years direct management in workforce management including service center experience.
• Experience leading workforce planning, forecasting, capacity management, and operational performance optimization.
• Proven ability to lead teams, drive change and deliver results through data-driven decision making and stakeholder collaboration.

Responsibilities

• 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 and strategic recommendations.
• Sponsors integrated workforce support, driving modernization through standardization, automation, scalability, and better decision support.
• Creates criteria for WFM evaluation systems and evaluates effectiveness of 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.

Skills

Workforce forecasting

Capacity planning

Data-driven decision making

Stakeholder collaboration

Education

Bachelor's degree in business, statistics or related field

Job description

Elevance Health in Virginia is seeking a Director of Workforce Management and Service Experience to lead strategic direction and tactical execution of advanced workforce planning across FEP Operations and Comprehensive Healthcare Management.

You will drive forecasts, capacity planning, and performance improvement through data-driven decision making, stakeholder collaboration and modernization initiatives, while building a high-performing team and ensuring operational excellence across sites,