Global Member Care Forecasting & Capacity Lead

Alt; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Neko Health in the United States is seeking a Workforce Optimization Lead to set the vision for demand forecasting, staffing, and analytics across global Member Care Operations. The role collaborates with teams across regions, leveraging AI while preserving human care at the core.

You will build scalable WFM processes, dashboards, and schedules, and drive tooling implementations across markets to balance performance with member well-being.

Qualifications

• 5+ years in workforce management or operations analytics.
• Experience supporting international expansion or launching new markets.
• Strong forecasting and capacity planning skills with data-driven approach.
• Hands-on experience with WFM platforms (NICE, Verint, Assembled, Genesys) and Zendesk.
• Fluent English; additional European languages are a plus.
• Experience with SQL and BI tools.
• Excellent stakeholder management across cultures and time zones.

Responsibilities

• Develop global and regional demand forecasts across multiple channels.
• Create capacity plans and schedules balancing service levels and costs.
• Plan staffing for new markets and clinics.
• Monitor real-time operations, intraday adjustments, and cross-region coverage.
• Own scheduling processes while ensuring local labor law compliance.
• Build dashboards and reports for leadership; surface trends and risks.
• Coach regional leads on WFM best practices.

Skills

Forecasting

Capacity Planning

Data Analysis

Excel/Sheets

SQL

BI Tools

Stakeholder Management

WFM Platforms

Tools

NICE

Verint

Assembled

Genesys

Job description

Neko Health in the United States is seeking a Workforce Optimization Lead to set the vision for demand forecasting, staffing, and analytics across global Member Care Operations. The role collaborates with teams across regions, leveraging AI while preserving human care at the core.

You will build scalable WFM processes, dashboards, and schedules, and drive tooling implementations across markets to balance performance with member well-being.