Enterprise WFM Director at Alignment Health

, , United States -

Full Time

Start Date

Immediate

Expiry Date

07 Mar, 26

Salary

195498.0

Posted On

07 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Capacity Planning, Operations Analytics, Forecasting, Productivity Measurement, Staffing Model Development, Financial Planning, Process Improvement, Data Analysis, Leadership, Communication, BI Tools, Automation, Healthcare Operations, Statistical Forecasting, Simulation Modeling

Industry

Hospitals and Health Care

Description

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. The Enterprise Workforce Management (WFM) Director will serve as the strategic leader responsible for building and executing an enterprise-wide workforce planning, forecasting, and productivity strategy. While the contact centers remain a critical operational anchor, this role expands WFM disciplines across all operational areas. A key part of this role is serving as the connective partner to FP&A, ensuring workforce models, staffing plans, hiring strategies, and productivity expectations align with financial targets and budget strategies. The Director will also collaborate closely with Operations Optimization and Process Improvement teams to identify efficiency opportunities, quantify the value of initiatives, and ensure improvement efforts deliver measurable operational and financial impact. The Director leads a team of Real-Time Analysts, Forecasters, and Workforce Modelers to optimize service performance, labor efficiency, and enterprise readiness, playing a pivotal role in shaping how the organization measures work, plans labor needs, and designs the future of operational staffing. Job Responsibilities: Develop and own the enterprise Workforce Management strategy, including forecasting, capacity planning, productivity measurement, and staffing model development across call centers and enterprise operations. Partner with operational leaders to understand workflows, quantify work effort, document process drivers, and establish standardized staffing models, productivity targets and reporting. Build scalable, staffing and capacity models leveraging data that integrate membership forecasts and behavior patterns, volume forecasts, productivity assumptions, SLAs, and financial constraints across business units. Serve as the primary WFM liaison to FP&A, aligning staffing models and forecasts with annual budgets, financial outlooks, and long-range labor strategies. Collaborate with Optimization and Process Improvement teams to identify operational inefficiencies, provide the analytical structure to measure impact, and quantify value creation from initiatives. Lead the WFM team responsible for real-time performance, intraday operations, forecasting, modeling, staffing policies, and enterprise labor planning. Develop forecasting frameworks that incorporate historical trends, operational workflows, regulatory requirements, and business initiatives to support short- and long-term planning. Establish governance for workforce metrics, productivity standards, assumptions, and methodologies across the enterprise to ensure consistency and transparency. Develop dashboards, KPIs, and executive-level reporting that visualize staffing performance, productivity trends, capacity risks, and overall workforce health. On an ad-hoc basis, partner with HR/Talent Acquisition to align hiring strategies with workforce requirements, identifying gaps and supporting prioritization of staffing needs. Drive automation and advanced data techniques to modernize forecasting, scheduling, and productivity monitoring capabilities. Evaluate and implement workforce management tools and technologies that enhance forecasting accuracy, scheduling efficiency, and enterprise planning capabilities. Other duties and projects not listed above. Supervisory Responsibilities: Leads the Enterprise Workforce Management team, including Real-Time Analysts, Forecasters, and Workforce Modelers. Responsibilities include hiring, coaching, performance management, building team capabilities, and creating a culture of collaboration & operational excellence. Job Requirements: Experience: Required: 8+ years of experience in Workforce Management, capacity planning, or operations analytics, with 5+ years in a leadership role overseeing WFM or similar analytical functions. Experience designing and implementing enterprise staffing models, productivity frameworks, and forecasting methodologies. Demonstrated experience partnering with Finance/FP&A to align workforce planning with budgetary and financial performance goals. Experience collaborating with optimization or process improvement teams to drive measurable operational efficiencies. Preferred: Experience applying WFM practices across both contact center and non–contact center functions (clinical, health plan operations, back-office). Experience in healthcare, health plan operations, Medicare Advantage, or other regulated service industries. Experience building new WFM capabilities or leading enterprise transformation initiatives. Education: Required: Bachelor’s degree in business Analytics, Operations Research, Industrial Engineering, Healthcare Administration, Finance, or a related field. 4+ additional years of related experience can be used in lieu of a degree. Preferred: Master’s degree in a quantitative, operations, or business discipline. Training: Required: n/a Preferred: Training or certification in WFM technology, Lean/Six Sigma, operational excellence, or advanced forecasting methodologies. Specialized Skills: Required: Deep expertise in forecasting, staffing model development, workload analysis, and productivity measurement. Strong analytical and modeling skills with the ability to translate workflows and operational insights into quantitative staffing recommendations. Proficiency in BI/reporting tools (e.g., Power BI, Tableau) and advanced spreadsheet modeling. Excellent communication and stakeholder engagement skills, with proven ability to influence senior leaders and drive cross-functional alignment. Strong leadership capabilities with experience managing analytical teams in complex, fast-paced environments. Preferred: Proficiency in automating forecasting and labor planning. Experience implementing WFM platforms (e.g., NICE, Verint, Calabrio, Talkdesk WFM) and using advanced scheduling tools. Knowledge of simulation modeling, scenario planning, or statistical forecasting techniques. Essential Physical Functions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms. 2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Pay Range: $130,332.00 - $195,498.00 Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc. Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation. *DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email careers@ahcusa.com. Alignment Health is championing a new path in senior care that empowers members to age well and live their most vibrant lives. Our mission-focused team makes high-quality, low-cost care a reality for members every day. Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most. We believe that great work comes from people who are inspired to be their best. We've built a team of people who want to make a difference in the lives of the seniors we serve. Come join the team that is changing health care — one person at a time.

Responsibilities

The Enterprise WFM Director will develop and own the enterprise Workforce Management strategy, focusing on forecasting, capacity planning, and productivity measurement. This role involves leading a team to optimize service performance and labor efficiency across the organization.