This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Manager, Workforce Planning – Coverage Review Operations & Payer Solutions in United States.
This role is responsible for leading enterprise-wide workforce planning strategies across large, complex operations that support healthcare coverage review and payer services. You will transform demand signals into actionable staffing and capacity plans that ensure service level performance, cost efficiency, and operational excellence. The position requires strong analytical leadership to balance forecasting accuracy, staffing optimization, and evolving business needs in a highly regulated environment. You will collaborate across operations, finance, analytics, technology, and external partners to align workforce strategies with organizational goals. In addition, you will lead and develop workforce planning teams while driving continuous improvement in tools, models, and planning processes. This is a highly strategic role where your insights directly shape operational performance and customer experience at scale.
Accountabilities
In this role, you will be responsible for leading long-range workforce planning strategy and execution across complex, multi-site healthcare operations.
- Lead long-range workforce planning for Coverage Review Operations and Payer Solutions, ensuring alignment with service, cost, and performance targets
- Translate demand forecasts into actionable staffing, scheduling, and capacity plans across blended operational environments
- Oversee forecasting models, volume projections, and performance analysis to proactively identify and mitigate operational risks
- Partner with cross-functional teams including Operations, Finance, Analytics, Technology, and external service providers to align workforce strategies
- Deliver data-driven insights and recommendations to senior leadership regarding staffing trade-offs and operational performance
- Lead, coach, and develop workforce planning teams, fostering capability building and continuous improvement
- Drive enhancements to workforce planning tools, models, and processes, including automation and advanced analytics adoption
- Anticipate and plan for changes in demand due to seasonality, growth, regulatory shifts, or transformation initiatives
Requirements
The ideal candidate brings strong workforce planning expertise, leadership experience, and the ability to translate complex data into strategic operational decisions.
- 7+ years of experience in workforce management or workforce planning within contact center or back-office operations
- 5+ years of leadership experience managing teams, including coaching, development, and cross-functional collaboration
- Strong expertise in long-range forecasting, scheduling, short-term planning, and real-time workforce management
- Experience supporting large-scale, multi-site, or global operations, including offshore or third-party service providers
- Strong analytical skills with the ability to interpret complex datasets and generate actionable insights
- Proven ability to influence senior stakeholders and communicate effectively across business functions
- Experience leading workforce planning transformation, automation, or process optimization initiatives
- Bachelor’s degree in business, analytics, operations, or a related field preferred
- Experience in healthcare, insurance, or regulated industries strongly preferred
- Familiarity with workforce management tools such as Verint or NICE IEX is a plus
- Willingness to travel as needed and work across distributed teams and time zones
Benefits
- Annual salary range: $104,400 – $174,000 depending on experience and location
- Eligibility for annual bonus plan
- Comprehensive health coverage including medical, dental, and vision starting day one
- Behavioral health and well-being programs to support overall wellness
- 401(k) retirement savings plan
- Company-paid life insurance and disability coverage
- Tuition reimbursement and professional development support
- Minimum of 18 days of paid time off plus paid holidays
- Flexible work-from-home arrangement (requires minimum broadband connection standards)
- Inclusive, mission-driven environment focused on improving health outcomes