Head of Demand Planning & Workforce Operations

HealthEquity, Inc.; United States; Remote; USD 127,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, and vision

HSA contribution and match

Dependent care FSA match

Uncapped PTO

Paid parental leave

401(k) match

Tuition assistance

Wellness program benefits

Job summary

HealthEquity, Inc. seeks a seasoned Director of Demand Planning and Workforce Operations to own forecasting and workforce management across internal and partner sites.

You will drive the end-to-end demand-to-delivery cycle, including capacity planning, budgeting inputs, and staffing strategies with strategic insight for executives. You will lead platform migrations (Verint, Webex, Amazon Connect), build capability across the team, and guide change management during major operating-model

Qualifications

• 10+ years in contact center forecasting, capacity planning, and workforce management.
• Experience leading leaders in multi-site environments with BPO partners.
• Proven ownership of enterprise-level demand forecasting and headcount/budget planning.
• Hands-on depth with WFM and telephony platforms and migrations.
• Proven executive communication to VP+ audiences.

Responsibilities

• Own enterprise contact demand forecast and translate into capacity and hiring plans.
• Model and communicate outcomes (service level, occupancy, cost to serve) across scenarios.
• Lead seasonal peak planning and channel expansion with contingency plans.
• Direct scheduling, real-time queue management, and intraday performance across sites.
• Drive WFM platform modernization (Verint migration, Webex, Amazon Connect readiness).
• Expand WFM scope as automation matures.
• Deliver executive reporting with concise narratives and recommendations.

Skills

Forecasting and planning

Leadership

Executive communication

Change management

Multi-site leadership

Tools

Verint

Webex

Amazon Connect

SQL

BI platforms

Job description

HealthEquity, Inc. seeks a seasoned Director of Demand Planning and Workforce Operations to own forecasting and workforce management across internal and partner sites.

You will drive the end-to-end demand-to-delivery cycle, including capacity planning, budgeting inputs, and staffing strategies with strategic insight for executives. You will lead platform migrations (Verint, Webex, Amazon Connect), build capability across the team, and guide change management during major operating-model