The Job

The Director, Workforce Management (WFM) provides enterprise leadership for workforce planning, forecasting, capacity management, scheduling strategy, workforce optimization, and workforce technology across member, provider, sales, and operational support functions. This role develops and executes long-range workforce strategies that align staffing models, operational readiness, member growth, regulatory requirements, and financial objectives. The Director leads the Workforce Management Center of Excellence (COE), establishes enterprise workforce planning standards and governance, and drives continuous improvement through advanced analytics, automation, and workforce technology solutions to ensure service excellence, operational efficiency, and scalable growth.

You Will

Develop and lead enterprise workforce management strategies that support organizational growth, operational readiness, member experience objectives, and financial performance. Establish long-range workforce plans aligned with enrollment projections, business expansion, regulatory requirements, and enterprise priorities.

multi-channel forecasting and capacity planning activities across contact center and operational functions. Develop workforce models and resource plans that align business demand, member growth, service-level commitments, and operational objectives.

Lead enterprise workforce optimization initiatives focused on productivity, efficiency, service-level attainment, occupancy, adherence, shrinkage management, and customer experience outcomes. Establish governance processes to continuously improve workforce performance.

Define enterprise workforce KPIs, reporting frameworks, labor forecasts, and workforce investment strategies. Deliver executive-level analytics, scenario modeling, budget planning, ROI analysis, and strategic recommendations that support operational and financial decision-making.

Oversee implementation, adoption, optimization, and governance of workforce management technologies, including Aspect, Intradiem, workforce automation platforms, and related technologies. Partner with Technology teams to drive innovation, scalability, and operational effectiveness.

Lead enterprise Workforce Management COE activities by establishing workforce planning frameworks, forecasting methodologies, operational standards, governance models, and best practices to ensure consistency and scalability across the organization.

Lead workforce readiness planning for critical business cycles, including AEP/OEP, major transformation initiatives, and enterprise growth programs. Develop contingency staffing plans and capacity strategies to support operational continuity and service excellence.

Ensure workforce management practices comply with CMS requirements, labor regulations, internal policies, and governance standards. Maintain audit-ready documentation and proactively identify and mitigate workforce-related operational and compliance risks.

Lead and develop workforce management leaders and teams. Partner closely with Operations, Experience, Sales, Finance, HR, Technology, Compliance, and executive leadership to align workforce strategies with enterprise objectives and transformation initiatives.

Champion innovation, process improvement, advanced analytics, workforce automation, and emerging workforce technologies to advance workforce management maturity and organizational effectiveness. Perform all other duties as assigned.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Actively support the achievement of SCAN's Vision and Goals.

Other duties as assigned.

Your Qualifications

Bachelor's Degree or equivalent experience

5-7 years of related workforce management experience

5 years of progressive leadership experience

Experience leading enterprise Workforce Management Centers of Excellence (COEs)

Experience with workforce management technologies including Aspect, NICE, Genesys, Intradiem, or similar platforms

Workforce management experience in contact center, healthcare, insurance, or other highly regulated environments

Experience leading enterprise workforce planning, forecasting, capacity management, and workforce optimization functions

Experience leading workforce technology, automation, and operational transformation initiatives

Proven success developing workforce strategies that align operational, financial, and customer experience objectives

Experience supporting enterprise, multi-site, multi-channel service organizations

What's in it for you?

• Base Pay Range: $147,000-$210,000, Salary + Incentive Plan
• Work Mode: Mostly Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!