Key Responsibilities
Staffing Strategy & Workforce Management- Own the multi‑year Member Care staffing strategy across channels, roles and staffing type, ensuring alignment with company growth plans, product roadmap, and client commitments.
- Translate demand forecasts into clear capacity, staffing, skilling, and scheduling requirements across internal and outsourced teams.
- Lead the workforce management function, including long-term capacity planning, short-term staffing plans, schedule design, skilling, real‑time management, and feedback loops between plan and actual performance.
- Evolve the staffing model through segment-based role design, cross-skilling, and routing strategy to improve service delivery, efficiency, and employee experience.
- Define the next phase of the staffing model in an AI-forward environment, including how work should shift away from purely inbound, next-available handling.
- Own Member Care’s current and long term vendor strategy—who we partner with, how and for what defined value.
- Proactively identify and mitigate vendor and operational risk through contingency planning, diversification, and surge or outage coverage strategies.
- Define and maintain performance standards and KPIs for vendor partners (e.g., service levels, quality, MSAT, AHT, escalation rates, adherence, error rates, unit cost).
- Oversee the management of BPO relationships and ensure BPO partners are trained and informed at the same standard as internal teams.
- Build and maintain a robust issue and escalation management process with vendors.
- Own and centralize the Member Care AI enablement roadmap into one prioritized view of opportunities, bets, and expected impact.
- Partner across Product, Engineering, IT, and Operations to identify, prioritize, and scale AI and automation opportunities that improve frontline workflows and member experience.
- Modernize how productivity is defined and measured to reflect complex, non-queue-based work and AI-augmented service delivery.
- Own a core set of staffing, productivity, vendor, and financial performance metrics, including service level, occupancy, utilization, adherence, and BPO versus internal mix.
- Collaborate with Product, Engineering, and IT on tooling requirements related to IVR, chat routing, WFM platforms, and skills management.
- Drive a disciplined test‑and‑learn approach to staffing, including pilots on tiering, routing strategies, and channel mix.