Staffing Transformation Director - AI-Enabled Ops

Included-Health; United States; Remote; USD 186,360 - 229,779; Full time

Benefits offered by this job

Remote-first culture

401(k) plan

Medical, vision, dental coverage

PTO and DTO

Job summary

Included Health is seeking a Director, Staffing Transformation & Operations to scale Member Care staffing strategy, workforce management, vendor strategy, and AI enablement across channels and care settings.

You will own multi-year staffing, oversee outsourcing, AI-driven productivity, and real-time workforce management, partnering across functions to deliver SLAs, quality, and margin while enhancing member and employee experience.

Qualifications

• 10+ years in staffing strategy or transformation.
• Experience leading cross-functional operating model changes.

Responsibilities

• Own multi-year staffing strategy for Member Care across channels and staffing types.
• Oversee workforce management, skilling, scheduling, and real-time management.
• Lead vendor/BPO strategy and risk mitigation with KPI governance.
• Drive AI enablement roadmap and automation priorities.
• Partner with Legal, Procurement, IT, Finance on contracts and enablement.
• Build and maintain issue and escalation processes with vendors.

Skills

Staffing strategy

Vendor management

AI enablement

Leadership

Cross-functional collaboration

Education

Bachelor's degree

Advanced degree (MBA/MHA/MS)

Tools

WFM platforms

IVR routing

Chat routing

Job description

Included Health is seeking a Director, Staffing Transformation & Operations to scale Member Care staffing strategy, workforce management, vendor strategy, and AI enablement across channels and care settings.

You will own multi-year staffing, oversee outsourcing, AI-driven productivity, and real-time workforce management, partnering across functions to deliver SLAs, quality, and margin while enhancing member and employee experience.