Head of Demand Planning & Workforce Operations

HealthEquity, Inc.; Mission, Northern (TX, KY); Hybrid; USD 127,000 - 160,000; Full time

Benefits offered by this job

Remote-friendly

Performance incentives

Stock options

Health insurance

Paid time off

401(k) match

Job summary

HealthEquity, Inc. is seeking a Director of Demand Planning and Workforce Operations to own enterprise contact forecasting, capacity planning, and scheduling across internal and BPO sites.

You will steer long-range and short-range forecasts, capacity and headcount planning, and budget inputs, while guiding platform migrations and analytics-driven decision making. The role emphasizes executive storytelling, cross-functional collaboration, and change leadership as HealthEquity migrates to Verint,

Qualifications

• 10+ years in contact center forecasting, capacity planning, and workforce management.
• 5+ years leading leaders in a multi-site environment with BPO partners.
• Strong statistical and scenario-modeling skills.
• Hands-on depth with WFM and telephony platforms and platform migrations.
• Proven executive communication for VP+ audiences.
• Track record of change leadership and building analytic teams.

Responsibilities

• Own the enterprise contact demand forecast and translate into capacity and budget inputs.
• Model and communicate outcomes across scenarios; quantify risks and opportunities for leadership decisions.
• Lead planning for seasonal peaks, new partner ramps, and channel expansion (chat, routing).
• Direct scheduling, real-time queue management, and intraday performance across sites.
• Drive WFM platform modernization and readiness for new capabilities (Verint, Webex, Amazon Connect).
• Expand WFM scope as automation matures.

Skills

Forecasting

Capacity planning

WFM

Leadership

Analytics

Tools

Verint

Cisco Webex

Amazon Connect

Job description

HealthEquity, Inc. is seeking a Director of Demand Planning and Workforce Operations to own enterprise contact forecasting, capacity planning, and scheduling across internal and BPO sites.

You will steer long-range and short-range forecasts, capacity and headcount planning, and budget inputs, while guiding platform migrations and analytics-driven decision making. The role emphasizes executive storytelling, cross-functional collaboration, and change leadership as HealthEquity migrates to Verint,