Director, Staffing Transformation & Operations

Overview

As the Director of Staffing Transformation & Operations at Included Health, you will spearhead a vital multi-year transformation in staffing strategy, workforce management, vendor relations, and AI integration for Member Care. This role involves owning and evolving the staffing model across internal and outsourced teams and leveraging AI and automation to enhance productivity and service quality.

Key Responsibilities

• Develop and drive the comprehensive staffing strategy aligned with company growth and product goals.
• Manage workforce planning including capacity, scheduling, skilling, and real-time operations.
• Optimize the staffing model using segmentation, cross-skilling, and routing innovations.
• Define vendor strategy, manage BPO relationships, set performance KPIs, and ensure vendor alignment with internal standards.
• Lead AI and automation roadmap prioritization to improve workflows and member experience.
• Oversee operational metrics, collaborate with analytics and finance for integrated decision-making.
• Coordinate cross-functionally with multiple departments to implement innovative staffing solutions.
• Lead and develop a high-performing team, setting a clear vision and fostering collaboration and accountability.

Qualifications

• Minimum 10 years in staffing strategy, operating model design, or related operational strategy, with at least 2 years managing people.
• Strong preference for candidates with consulting experience in strategy, operations, or transformation.
• Experience managing complex, high-volume, multi-channel operational transformations.
• Proven track record partnering with senior leaders and managing external vendors.
• Expertise in technology-driven transformation including AI and automation.
• Background in healthcare or regulated service industries is highly desired.
• Bachelor’s degree required; advanced degrees such as MBA or related fields are a plus.

Skills

• Advanced strategic and systems thinking to link forecasting, staffing, technology, and business outcomes.
• Strong analytical and commercial acumen with ability to use complex financial and operational data.
• Leadership skills in driving enterprise-wide change and influencing stakeholders.
• Proficiency in identifying and scaling AI and automation opportunities.
• Excellent communication skills suitable for executive and external stakeholder engagement.

Additional Requirements

• Adaptability to dynamic, fast-paced environments with competing priorities.
• Commitment to Included Health’s mission of elevating healthcare standards.
• Willingness to travel up to 10-20% for meetings, site visits, and vendor engagement.

Physical and Cognitive Requirements

• Physical stamina and dexterity to perform office-related tasks, including prolonged sitting and minor lifting.
• Ability to effectively communicate and collaborate, with accommodations available as needed.
• Cognitive abilities including problem-solving, critical thinking, communication, and stress tolerance.

Compensation and Benefits

The base salary for this U.S.-based full-time role ranges between $186,360 and $229,779 annually, depending on location, experience, and skills. This reflects funding for Zones A-C labor markets such as Phoenix, Chicago, and Boston, but excludes higher-cost markets like San Francisco or New York.

• Remote-first workplace culture.
• 401(k) retirement savings plan through Fidelity.
• Comprehensive health, vision, and dental insurance plans including disability coverage.
• Generous paid time off (PTO) and discretionary time off (DTO).
• 12 weeks fully paid parental leave.
• Family building and compassionate leave benefits including fertility coverage and adoption/surrogacy support.
• Work-from-home reimbursement to support remote and collaborative work.

About Included Health

Included Health provides integrated virtual care and advocacy services aimed at raising the healthcare quality bar nationwide, spanning acute, chronic, behavioral, and specialty care needs for diverse populations.