Remote Director, Workforce Management & Strategy

SHPCA SCAN Health Plan; Long Beach (CA); On-site; USD 147,000 - 210,000; Full time

Benefits offered by this job

Annual bonus program

Mostly Remote

Wellness program

Paid time off

11 holidays per year

401(k) with match

Tuition reimbursement

Job summary

SCAN Health Plan seeks a Director of Workforce Management to lead enterprise strategies for staffing, forecasting, and technology across member, provider, and operations functions. You will guide governance, KPIs, and scenario modeling to drive growth and service excellence.

The role emphasizes leadership in COEs, adoption of WFM platforms, and collaboration with Technology and executive teams. Mostly remote with a competitive compensation package.

Qualifications

• Bachelor’s Degree or equivalent experience.
• 5-7 years of related workforce management experience.
• 5 years of progressive leadership experience.
• Experience with enterprise Workforce Management COEs.
• Experience with workforce management technologies including Aspect, NICE, Genesys, Intradiem.
• Workforce management experience in healthcare, insurance, or regulated environments.
• Experience leading workforce planning, forecasting, capacity management, and optimization.
• Experience driving automation and operational transformation initiatives.
• Proven success aligning operational, financial, and customer experience objectives.
• Experience supporting multi-site, multi-channel service organizations.

Responsibilities

• What the role will do includes developing and leading enterprise workforce management strategies.
• Establish long-range workforce plans aligned with enrollment projections and regulatory requirements.
• Conduct multi-channel forecasting and capacity planning across contact centers.
• Develop workforce models and resource plans to meet service levels.
• Lead optimization initiatives for productivity, efficiency and customer experience.

Skills

Workforce management

Leadership

COEs

Workforce platforms

Forecasting & planning

Automation initiatives

Strategic analytics

Multi-site/service ops

Education

Bachelor’s Degree or equivalent experience

Tools

Aspect

NICE

Genesys

Intradiem

Job description

SCAN Health Plan seeks a Director of Workforce Management to lead enterprise strategies for staffing, forecasting, and technology across member, provider, and operations functions. You will guide governance, KPIs, and scenario modeling to drive growth and service excellence.

The role emphasizes leadership in COEs, adoption of WFM platforms, and collaboration with Technology and executive teams. Mostly remote with a competitive compensation package.