Manager, Workforce Operations and Reporting

Job Description

Collective Health is expanding its Member Services team in Utah! We believe health benefits should be simple, accessible, and technology-driven. But moreover, we believe healthcare should be grounded by the people that it serves. To accomplish this, we are reimagining the operational core of health insurance. We are seeking leaders to help deliver on this vision.

We are looking for a Manager of Workforce Operations and Reporting. This is a key leader within the Member Services team who is responsible for developing, implementing, and running our Workforce Operations and Reporting functions. This includes workforce management, scorecards, KPIs, dashboards, and reporting for Member Services. The position will be responsible for defining the workforce management processes thinking about the customer first and the workforce that enables them, using innovative employee solutions, while driving efficiencies as we scale. This person will have ongoing responsibility for forecasting, capacity planning, short term planning, scheduling and real time management. We are looking for a hands on leader with deep experience managing change across a large scale operational environment.

Responsibilities

• Development of workforce management and reporting strategy which includes both organization, process and supporting technology
• Build, lead and develop a high performing team
• Build efficient and effective Workforce Operations processes that optimize staffing for Service Level achievement
• Partner with technology teams on Workforce, Reporting, and Operations tools necessary
• Collaborate across internal departments to identify events that impact volumes or resource availability to create plans to ensure service level is met efficiently
• Work with business leaders to understand requirements for reporting and KPI development
• Provide executive level reports on workload trends & staffing requirements
• This position must be able to align WFO and Reporting efforts to overall customer outcomes and support company objectives
• Ongoing execution and management of WFO & Reporting functions that drive great customer and employee experiences

Requirements

• 6+ years experience in Workforce Operations & Reporting
• 3+ years in leadership an Operations environment
• Experience building and implementing new processes and tools
• Excellent critical thinking, communication and change management skills coupled with the ability to influence cross-functionally
• Bachelor’s degree, or equivalent
• Creative, passionate, and driven about building key business functions that transform customer and employee experiences

Collective Health is a technology company working to create the healthcare experience we all deserve. Founded in 2013, our team of engineers, designers, product managers, and actuaries are redefining the $1 trillion market of employer-sponsored health benefits with data-driven and people-focused products. Our complete health benefits solution helps great companies like Activision Blizzard, Palantir, Restoration Hardware, and Pinterest take care of their people by harnessing the power of design and technology. Based in San Francisco, CA, we’re backed by some of the best investors in Silicon Valley including Google Ventures, Founders Fund, NEA, and Redpoint Ventures. For more information, visit us at https://www.collectivehealth.com .

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.