Included Health
Director, Staffing Transformation & Operations
$186K–$230K
Remote · Remote · Director · Full-time · Posted Jul 22, 2026
- Experience
- 10+ years in staffing strategy, operating model design and/or transformation, or related operational strategy; at least 2 years in a people management role.
- Education
- Bachelor’s degree required; a degree in a related field is preferred. Advanced degree is a plus.
About the job
Leads Included Health’s Member Care staffing and vendor strategy, workforce management, and AI-enabled operational transformation to improve service, productivity, and financial performance.
What you'll do
- Own the multi-year staffing strategy and workforce management, including forecasting, capacity planning, scheduling, skilling, and real-time operations.
- Set vendor/BPO strategy and performance standards; manage partner operations, risks, and commercial coordination.
- Lead the AI and automation roadmap, operational metrics, tooling improvements, and cross-functional transformation efforts.
What they ask for
- 10+ years of experience in staffing strategy, operating model design and/or transformation, or a related operational strategy function.
- At least 2 years in a people management role.
- Bachelor’s degree required.
- Proven experience leading cross-functional operating model or service transformation initiatives in a high-volume, multi-channel environment.
Nice to have
- Consulting background, particularly in strategy, operations, or transformation work.
- Experience in healthcare, health benefits, or another highly regulated service environment.
Pay
USD 186,360 - 229,779 per year (base salary); bonus eligibility and equity are also stated, with no amounts specified.
Tools
IVR, chat routing, WFM platforms
AI focus
Owns and prioritizes Member Care’s AI enablement roadmap, scaling AI, automation, and human-in-the-loop workflows to improve productivity, frontline workflows, and member experience.
Model-written summary · the original posting is authoritative