Director, Workforce Strategy & Service Experience

Elevance Health; Tampa (FL); Hybrid; USD 132,000 - 197,000; Full time

Job summary

Elevance Health is seeking a Director of Workforce Management and Service Experience to lead strategic direction and tactical management of workforce planning and service delivery across FEP Operations and Comprehensive Healthcare Management.

The role requires a BS/BA and at least 5 years of direct management in workforce management or service centers, with a proven ability to drive modernization through data‑driven decisions, cross‑functional collaboration, and staff development.

Qualifications

• BS/BA in business, statistics or a related field required.
• Minimum 5 years direct management in workforce management and 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 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.

Job description

Elevance Health is seeking a Director of Workforce Management and Service Experience to lead strategic direction and tactical management of workforce planning and service delivery across FEP Operations and Comprehensive Healthcare Management.

The role requires a BS/BA and at least 5 years of direct management in workforce management or service centers, with a proven ability to drive modernization through data‑driven decisions, cross‑functional collaboration, and staff development.