Director, Workforce Management and Service Experience

Elevance Health

. Provide strategic direction and tactical leadership within Workforce Management .

Posted 10/16/2026full-timeUnited StatesLead💰 $131,600 - $197,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management, including advanced workforce planning, forecasting, and capacity management. Proven ability to lead teams and drive operational performance through data-driven decision making and stakeholder collaboration.

Highest-signal resume keywords

Workforce PlanningForecastingCapacity ManagementOperational Performance OptimizationProcess Improvement Initiatives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce ManagementData-Driven Decision MakingCapacity PlanningOperational AnalysisForecast Development

Soft Skills

LeadershipStakeholder CollaborationChange ManagementCoachingInfluencing

Tools & Technologies

Workforce Management SystemsAutomation ToolsPerformance Evaluation Systems

Industry Keywords

Healthcare ManagementService Center ExperienceOperational ReviewBusiness Decision SupportProcess Standardization

About the role

Key responsibilities & impact

Provide strategic direction and tactical leadership within Workforce Management
Initiate, implement, and manage advanced workforce planning, optimization practices, and methodology supporting FEP Operations and Comprehensive Healthcare Management
Direct development and execution of organizational forecasts and capacity planning
Partner with stakeholders to ensure workforce plans and budgets support forecasted customer needs and contractual commitments
Conduct operational review meetings covering forecast and performance variance
Provide proactive analysis, presentations, and strategic recommendations to improve operational performance, member experience, and associate experience
Sponsor integrated workforce support and drive workforce management modernization through process standardization, automation, scalability, efficiency, and enhanced business decision support
Create criteria for workforce management evaluation systems and evaluate existing and proposed activities
Ensure effective technology solutions are utilized consistently
Hire, train, coach, counsel, and evaluate direct reports
Travel to worksites and other locations as necessary

Requirements

What you’ll need

BS/BA in business, statistics or a related field and a minimum of 5 years direct management in workforce management, including a minimum of 5 years’ experience of service center experience; or any combination of education and experience which would provide an equivalent background
Demonstrated experience leading workforce planning, forecasting, capacity management, and operational performance optimization in a complex environment
Proven ability to lead teams, drive change, influence business partners, and deliver operational results through data-driven decision making, stakeholder collaboration, and organizational influence
Ability to manage multiple, complex, on-going tasks and projects strongly preferred
Experience leading workforce management, modernization, automation, and process improvement initiatives
Candidates must reside within a reasonable commuting distance from the posting location(s), unless an accommodation is granted as required by law
Candidates working in person or virtually in the listed locations must meet role requirements

Benefits

Comp & perks

Comprehensive benefits package
Incentive and recognition programs
Equity stock purchase
401(k) contribution
Merit increases
Paid holidays
Paid Time Off
Incentive bonus programs
Medical benefits
Dental benefits
Vision benefits
Short-term disability benefits
Long-term disability benefits
401(k) with match
Stock purchase plan
Life insurance
Wellness programs
Financial education resources
Hybrid work flexibility