Director, Workforce Strategy & Service Experience (Hybrid)

Elevance Health, Inc.

Louisville (KY)

Hybrid

USD 132,000 - 197,000

Full time

14 days+

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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 for FEP Operations and Comprehensive Healthcare Management.

The role collaborates with stakeholders to align forecasts with customer needs, drives modernization through automation, and oversees the development of performance analytics to improve member and associate experiences.

Qualifications

BS/BA in business, statistics or related field and 5+ years direct management in workforce management and service center experience.
Experience leading workforce planning, forecasting, capacity management, and optimization of operational performance.
Ability to lead teams, drive change, influence partners, and deliver data-driven decisions.
Experience managing multiple complex tasks and projects.
Experience leading workforce management modernization, automation, and process improvement initiatives.

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.
Leads operational review meetings to review forecast and performance variance with strategic recommendations.
Sponsors integrated workforce support and modernization through standardized processes, automation and efficiency.
Hires, trains, coaches, counsels, and evaluates the performance of direct reports.