Director, Staffing Transformation & Operations

requirements related to IVR, chat routing, WFM platforms, skills management, and reporting, ensuring systems support the complexity of the staffing model. Drive a disciplined test‑and‑learn approach to staffing (e.g., pilots on tiering, routing strategies, channel mix, BPO vs. internal allocations) and ensure learnings are documented and institutionalized. Leadership, People Development, & Culture Lead, coach, and develop a high‑performing team that includes ICs and people-managers. Set a clear vision, strategy, and roadmap for the staffing and vendor management function, with defined milestones and success metrics over an 18‑month horizon. Foster a culture of partnership, transparency, and shared accountability across all cross‑functional partners. Represent the company’s staffing and vendor strategy in executive leadership forums and, as needed, in client, prospect, and RFP settings. Cross-Functional Collaboration Partner closely with Staffing Forecasting to align on forecasting assumptions, surge plans, and tooling needed to execute the staffing strategy. Collaborate with Member Care Advocacy and Service Excellence to ensure staffing and vendor decisions reflect member experience goals, escalation themes, and quality insights. Work with Operations Enablement and Project Management on the staffing implications of new clients, new products, and major operational changes (e.g., routing redesigns, new service lines). Coordinate with Finance on budget planning, margin improvement initiatives, and unit cost tracking tied to staffing and vendor performance. Partner with Client Success and Sales to help explain our staffing and vendor strategy to clients and prospects, as needed, including in RFP responses, client design sessions, and client business reviews.

Qualifications Experience: 10+ years of experience in staffing strategy, operating model design and/or transformation or a related operational strategy function, including at least 2 years in a people management role. Consulting background, particularly in strategy, operations, or transformation work, is strongly preferred. Proven experience leading cross-functional operating model or service transformation initiatives in a high-volume, multi-channel environment. Experience partnering with senior leaders across operations, finance, product, technology, and external partners to drive complex operational change. Experience leading technology-enabled transformation, including AI, automation, workflow redesign, or tooling modernization. Experience in healthcare, health

benefits, or another highly regulated service environment strongly preferred. Skills: Exceptional strategic and systems thinking, with the ability to connect forecasts, staffing levers, service design, technology investments, and business outcomes. Strong analytical and commercial judgment, with comfort working with complex operational and financial datasets and making tradeoff decisions tied to service, savings, and execution risk. Ability to lead enterprise change through influence and align cross-functional stakeholders in environments where authority is shared. Strong judgment in identifying, prioritizing, and scaling AI, automation, and workflow redesign opportunities based on operational and business impact. Clear and confident communication, including experience presenting to senior leaders, executive forums, and external partners. Education: A Bachelor’s degree is required. A degree in Business, Operations Research, Statistics, Industrial Engineering, Healthcare Administration, or a similar field is preferred. Advanced degree (e.g., MBA, MHA, MS in Operations Research or Analytics) is a plus. Additional

Requirements: Ability to work in a fast‑paced, dynamic environment with competing priorities and tight timelines. Interest for Included Health’s mission to raise the standard of healthcare for everyone. Willingness to travel up to 10-20% as needed for key internal meetings, site visits, and vendor/client engagements. Physical / Cognitive

Requirements: Physical

Requirements: Stamina, strength, mobility, manual dexterity, vision, hearing, environmental factors. Ability to effectively communicate and engage with others, with accommodations available for visual or auditory impairments Ability to handle physical tasks related to the job, with accommodations provided as needed. Ability to respond effectively to changing situations, with accommodations available for varying response times. Prompt and regular attendance at assigned work location. Ability to remain seated in a stationary position for prolonged periods. Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment. No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required. Cognitive

Requirements: Problem-solving, decision-making, attention to detail, critical thinking, communication skills, stress tolerance. Facilitate communication and collaboration with clients and stakeholders. Adaptability to different work environments, with support provided for managing workload and pace Ability to maintain focus and attention on tasks, with accommodations available for individuals with attention-related conditions. Ability to interact with leadership, employees, and members in an appropriate manner. \n The base salary range for this full-time position is $$186,360 - $229,779 per year in the United States. This posted range reflects the portion of our internal salary band that is currently funded for new hires in this role across our standard labor markets ( Zones A–C ). For context, these markets include Zone A (e.g., Phoenix AZ, San Antonio TX, Columbus OH, Charlotte NC), Zone B (e.g., Chicago IL, Denver CO, San Diego CA, Houston TX), and Zone C (e.g., Los Angeles CA, Seattle WA, Washington, D.C., Boston MA). At this time, we are not budgeting for hires in higher-cost Zone D markets (e.g., San Francisco Bay Area CA, New York City NY, San Jose CA) for this role. Within this range, individual pay is determined by work location, skills, experience, and internal equity. We use structured salary bands and geographic zones based on cost of labor to keep pay fair and consistent. In addition to receiving a great

compensation package, the

compensation package may include, depending on

the role, the following and more: Remote-first culture 401(k) savings plan through Fidelity Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance) Paid Time Off ("PTO") and Discretionary Time Off (“DTO") 12 weeks of 100% Paid Parental leave Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies. Work-From-Home reimbursement to support team collaboration home office work Your recruiter will share more about the salary range and

benefits package for your role during the hiring process. About Included Health Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com . ----- Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.

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