Function Health provides lab testing services to aid in the early detection of thousands of diseases. Focused on empowering patients to take charge of their hea
Operations Manager, Workforce Strategy & Planning
Location
United States
Posted
1 day ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Operations Manager, Workforce Strategy & Planning
Function Health
Role Description We're hiring a Workforce Management Contractor for a 6-month contract to operate and maintain our WFM function during a planned leadership leave. This is not a build-from-scratch role; you'll step into an established system of staffing models, forecasting infrastructure, vendor relationships, and cross-functional reporting cadences, and keep them running accurately through a period of significant company growth. You'll work alongside an AI-driven demand forecasting model that handles volume projections, with your role focused on: - Validating outputs - Translating forecasts into staffing and scheduling decisions - Managing BPO capacity planning - Co-owning the labor cost model with Finance You'll coordinate closely with Team Leads, Marketing, Data Science, and Ops leadership to keep workforce planning aligned to business needs. Key Responsibilities - Workforce Management & Capacity Planning - Run demand forecasting and capacity planning using AI model outputs - validate projections, apply bias corrections, and translate forecasts into interval-level staffing plans. - Maintain, update, and improve existing staffing models as inputs change. - Build and distribute weekly schedules; coordinate with Team Leads on shift coverage, gaps, and real-time adjustments. - Drive resource planning for new initiatives, including shift coverage for new channels and staffing implications of product or geographic launches. - Own BPO forecast and capacity planning; translate volume projections into vendor capacity needs. - Process contractor invoices on cadence. - Manage schedule publishing and headcount updates. - Operational Optimization - Co-own the monthly Finance labor cost model review, prepare inputs, flag variances, maintain the rolling forecast. - Work with Product, Engineering, Marketing, and Support teams to stay ahead of feature rollouts and changes that will impact volume or staffing needs. - Deliver hiring plan recommendations tied to volume projections, attrition trends, and batch hiring constraints. - Track and report on OKRs: prepare leadership updates, maintain KR tracking, flag risks to targets. - Stakeholder & System Coordination - Serve as the primary WFM point of contact for Ops leadership, Finance, and cross-functional partners during the engagement. - Collaborate with Data Science on predictive model refinement and operational dashboard development. - Maintain recurring operational reporting cadences. Qualifications - 4+ years in workforce management, capacity planning, or workforce operations. - Experience scaling support functions in high-growth companies, preferably in healthcare or digital health. - Strong modeling skills and comfort with large datasets; experience with BI tools (Databricks, Looker, Tableau, or similar) is a plus. - Experience managing or coordinating BPO vendors: capacity planning, performance tracking, invoice reconciliation. - Familiarity with WFM tools, helpdesk platforms (we use Intercom), and HRIS/scheduling systems (we use Rippling). - Demonstrated ability to work cross-functionally with Finance, Marketing, Product, and Data teams. - Strong operational reporting skills. - Comfortable stepping into an established system. Benefits - Competitive salary and benefits package. - Flexible working hours. - Dynamic work environment where creativity and innovation are encouraged. Core Values - Ruthless Prioritization: We don’t let perfect get in the way of progress. - Member-First, Always: We design and deliver like we’re caring for someone we love. - One Team, Moving Fast: We are aligned in purpose, prioritization, and speed. - Radical Ownership, Relentless Execution: We don’t just ship– we own outcomes and drive results. - Mission Over Ego: We are ruthlessly aligned to our mission - and leave ego at the door. - Sustained Integrity in Every Detail: We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
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