Director of Staffing Operations & Vendor Management, Included Health
$149.4-200k
+ Bonus + Equity
Digital healthcare provider
Open for applications
Digital healthcare provider
1001+ employees
Open for applications
$149.4-200k
+ Bonus + Equity
1001+ employees
Company mission
To raise the standard of healthcare for everyone.
Role
Who you are
- This role is perfect for a skilled leader who is enthusiastic about workforce strategy, contact center operations, and vendor management, and who loves using data, process, and relationships to drive measurable results at scale
- 10+ years of experience in workforce management, contact center operations, or staffing strategy, including at least 5 years in a management role
- Proven experience leading workforce management and/or vendor operations teams (e.g., WFM, scheduling, real‑time management, BPO/vendor management) in a high‑volume, multi‑channel environment
- Proven success in managing BPO or outsourced operations. This includes overseeing performance based on SLAs and KPIs. You will also be in charge of contract and commercial accountability
- Experience in a healthcare, health benefits, or highly regulated service environment strongly preferred
- Track record of using data and analytics to drive staffing, routing, and vendor decisions that improve both experience and financial performance
- Deep knowledge of workforce management. This includes practices and tools such as capacity planning, scheduling optimization, adherence management, real-time monitoring, and skills-based routing
- Solid vendor management skills, with a history of directing high performance and continuous improvement with outsourced partners
- Exceptional strategic thinking and systems thinking, with the ability to connect demand forecasts, staffing levers, and operational outcomes
- Exemplary people leadership and coaching skills, with a track record of building and empowering high‑performing, cross‑functional teams
- Advanced analytical and problem‑solving skills; comfortable working with complex datasets and partnering with analytics teams to generate insights and recommendations
- Robust cross‑functional collaboration and influence skills; able to align diverse stakeholders around a shared staffing strategy
- Clear, confident verbal and written communication, including experience presenting to senior leadership and (ideally) external clients
- High comfort with ambiguity and change, with the ability to provide clarity and direction in a dynamic environment
- 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
- 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
What the job involves
- As our Head of Staffing Strategy & Vendor Management, you will be tasked with ensuring Member Care has the right people, with the right skills, in the right place at the right time—across both internal teams and outsourced partners
- This transformational leader will own the multi‑year staffing strategy for Member Care, including the design and ongoing optimization of our tiered staffing model, skills‑based routing strategy, and the balance between internal and BPO resources
- You will directly oversee workforce management and scheduling functions (skilling, staffing, scheduling, and real‑time management) and vendor/BPO operations, ensuring we consistently meet or exceed service level, quality, and margin goals while delivering a top-notch member and employee experience
- Reporting to the Senior Director, Member Care Strategy & Operations, you will partner closely with Member Care Advocacy (our member-facing teams), Staffing Forecasting, Quality, Training, Operations Enablement, Implementation, Finance, and Product/Engineering to turn demand forecasts and staffing assumptions into an executable plan that works in production
Our take
As the name suggests, Included Health is on a mission to raise the standard of healthcare for everyone, offering inclusive, integrated virtual care and navigation.
It differentiates itself from competitors with its emphasis on improving health outcomes and challenges faced by communities including LGBTQ+ and BIPOC. The negative healthcare experiences faced by these marginalized groups means they often avoid care at a rate that is around 3x greater than the broader US population, putting their health at risk.
With healthcare still fragmented and focused on one-size-fits-all solutions, Included Health is disrupting the market by using technology to match patients quickly with the best care, no matter where they live. And it currently counts retail behemoths Walmart and Home Depot as customers.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2020
$175m
GROWTH EQUITY VC
May 2018
$66m
SERIES D
Total funding: $347m
Company benefits
- Comprehensive medical, dental and vision plans
- All employees, their spouses, and children have free access to Included Health services
- Need time to recharge? Exempt employees enjoy flexible, unaccrued discretionary time off — take it when you need it
Company HQ
Financial District, San Francisco, CA
Leadership
Owen Tripp
(Co-Founder & CEO)Previously served as a Senior Consultant at Accenture before joining eBay as the Manager and Founder of User Behaviour Intelligence in 2004. Co-founded Reputation.com in 2006, and served as its COO from 2008 to 2012. Was an Advisor at Pathbrite and Life360.
Lawrence "Rusty" Hofmann
(Co-Founder)Studied Medicine at Ohio State, Johns Hopkins and Stanford. Was Assistant Professor at Johns Hopkins from 2000 to 2005, and is now Professor of Interventional Radiology at Stanford. Co-founded Grand Rounds, rebranded to Included Health, in 2012. Is Medical Director at Stanford Health Care.
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