Gifthealth
Director Or Senior Manager Of Workforce Management
At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a best in class, seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives. Position Overview
We're seeking a dynamic and data-driven Director or Senior Manager of Workforce Management to build and lead our new Workforce Management (WFM) function from the ground up. Reporting directly to the VP of Customer Success, this role is responsible for creating the strategy and infrastructure to support staffing, forecasting, scheduling, and real-time management of our customer-facing teams. You'll play a critical role in ensuring we have the right people in the right place at the right time
optimizing both performance and cost efficiency as we grow. This is a high-impact, high-visibility role for someone excited by the opportunity to build a function that drives operational excellence. Key Responsibilities
Build & Lead the WFM Function: Establish and scale the Workforce Management department, including hiring and managing a team of forecasting analysts and schedulers. Forecasting & Capacity Planning: Own short- and long-term forecasting models to predict staffing needs based on historical data, seasonality, and business growth. Scheduling & Staffing Optimization: Develop scheduling strategies to balance service levels, productivity, and labor costs across all shifts and channels. Real-Time Operations Oversight: Implement processes and tools to monitor live operations and make intraday adjustments based on volume and performance trends. Cross-Functional Collaboration: Partner with Customer Success, Training, Finance, and HR to ensure alignment on headcount, hiring, onboarding timelines, and performance targets. Analytics & Reporting: Create dashboards and reports to track workforce metrics and provide actionable insights to senior leadership. Technology & Tools: Evaluate and implement WFM tools and platforms to support planning, scheduling, and real-time management at scale. Scalability & Continuous Improvement: Build repeatable systems that can evolve with the company's growth. Identify opportunities to improve accuracy, efficiency, and team engagement. A Few Things About You
7+ years of experience in Workforce Management, preferably in a high-growth or contact center environment. 2+ years in a leadership capacity (manager, senior manager, or director-level), with proven success in building or scaling a WFM function. Strong expertise in forecasting, scheduling, capacity planning, and real-time management. Experience managing or partnering closely with support functions like customer service, pharmacy operations, or patient services is a plus. Highly analytical and proficient in Excel, Google Sheets, and WFM tools (e.g., NICE, Verint, or equivalent). Comfortable in a fast-paced startup environmentorganized, proactive, and adaptable. Excellent communication skills with the ability to influence cross-functional stakeholders and drive decision-making. Nice to Have
Experience in healthcare, pharmacy, or a regulated environment. Familiarity with contact center technologies (CRMs, phone systems, chat platforms). Background in implementing new software systems or process automation. Our Offer To Ensure You Choose Gifthealth
This is a unique opportunity to impact the lives of thousands of patients while shaping the future of patient care in a fast-paced, tech-enabled pharmacy services organization. You'll be empowered to lead at scale, innovate with purpose, and build an enduring culture of excellence. Competitive salary and a comprehensive benefits package, including medical, dental, and vision insurance. 401(k) with company match that is immediately vested. Generous paid time off and flexible work environment. Ongoing professional development and career growth opportunities. Gifthealth is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Join us in transforming healthcare and making a difference in people's lives. Apply today!
At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a best in class, seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives. Position Overview
We're seeking a dynamic and data-driven Director or Senior Manager of Workforce Management to build and lead our new Workforce Management (WFM) function from the ground up. Reporting directly to the VP of Customer Success, this role is responsible for creating the strategy and infrastructure to support staffing, forecasting, scheduling, and real-time management of our customer-facing teams. You'll play a critical role in ensuring we have the right people in the right place at the right time
optimizing both performance and cost efficiency as we grow. This is a high-impact, high-visibility role for someone excited by the opportunity to build a function that drives operational excellence. Key Responsibilities
Build & Lead the WFM Function: Establish and scale the Workforce Management department, including hiring and managing a team of forecasting analysts and schedulers. Forecasting & Capacity Planning: Own short- and long-term forecasting models to predict staffing needs based on historical data, seasonality, and business growth. Scheduling & Staffing Optimization: Develop scheduling strategies to balance service levels, productivity, and labor costs across all shifts and channels. Real-Time Operations Oversight: Implement processes and tools to monitor live operations and make intraday adjustments based on volume and performance trends. Cross-Functional Collaboration: Partner with Customer Success, Training, Finance, and HR to ensure alignment on headcount, hiring, onboarding timelines, and performance targets. Analytics & Reporting: Create dashboards and reports to track workforce metrics and provide actionable insights to senior leadership. Technology & Tools: Evaluate and implement WFM tools and platforms to support planning, scheduling, and real-time management at scale. Scalability & Continuous Improvement: Build repeatable systems that can evolve with the company's growth. Identify opportunities to improve accuracy, efficiency, and team engagement. A Few Things About You
7+ years of experience in Workforce Management, preferably in a high-growth or contact center environment. 2+ years in a leadership capacity (manager, senior manager, or director-level), with proven success in building or scaling a WFM function. Strong expertise in forecasting, scheduling, capacity planning, and real-time management. Experience managing or partnering closely with support functions like customer service, pharmacy operations, or patient services is a plus. Highly analytical and proficient in Excel, Google Sheets, and WFM tools (e.g., NICE, Verint, or equivalent). Comfortable in a fast-paced startup environmentorganized, proactive, and adaptable. Excellent communication skills with the ability to influence cross-functional stakeholders and drive decision-making. Nice to Have
Experience in healthcare, pharmacy, or a regulated environment. Familiarity with contact center technologies (CRMs, phone systems, chat platforms). Background in implementing new software systems or process automation. Our Offer To Ensure You Choose Gifthealth
This is a unique opportunity to impact the lives of thousands of patients while shaping the future of patient care in a fast-paced, tech-enabled pharmacy services organization. You'll be empowered to lead at scale, innovate with purpose, and build an enduring culture of excellence. Competitive salary and a comprehensive benefits package, including medical, dental, and vision insurance. 401(k) with company match that is immediately vested. Generous paid time off and flexible work environment. Ongoing professional development and career growth opportunities. Gifthealth is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Join us in transforming healthcare and making a difference in people's lives. Apply today!