Senior Manager, Operational Excellence (Workforce Strategy & Planning)
Core
Senior leadership role responsible for evolving workforce strategy, building scalable Workforce Management capabilities, and driving operational performance across contact center and pharmacy operations to support patient services at scale.
Role type
Senior Manager, Operational Excellence (Workforce Strategy & Planning)
Builds
Scalable workforce management function, operational command center, and cross-functional execution frameworks for patient services.
Domain
Healthcare technology / Patient Services Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Workforce strategy & planning, capacity planning, forecasting, resource optimization, Lean/Six Sigma, data-driven decision making, cross-functional leadership, vendor governance, automation implementation
Preferred skills
Healthcare, technology, or contact center experience; proficiency with Excel, SQL, Tableau, Power BI
Technologies
Excel, SQL, Tableau, Power BI
Responsibilities
Develop workforce models and hiring strategies; lead forecasting, scheduling, and intraday management; design operational command center capabilities; partner with vendors on workforce governance; build dashboards and KPIs for decision support; lead strategic initiatives for organizational scalability.
Seniority
Senior Manager, hands-on IC with strategic scope
