Member Care Operations Lead – Workforce Optimization

Neko Health

. Build and maintain data-driven global and regional demand forecasts across phone, email, chat, and messaging channels .

Posted 10/8/2026full-timeNew York City • New York • United StatesSenior💰 $117,000 - $143,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, including forecasting, capacity planning, and real-time operations management across multiple channels and regions. Proficient in utilizing WFM tools and data analysis to optimize staffing and service levels while ensuring compliance with local labor regulations.

Highest-signal resume keywords

Workforce ManagementForecastingCapacity PlanningWFM PlatformsData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingCapacity PlanningData AnalysisSQLExcelWFM PlatformsProcess AutomationAI-Assisted WorkflowsReportingScheduling

Soft Skills

CommunicationStakeholder ManagementProactive ApproachCalm Under PressureCoaching

Tools & Technologies

NICEVerintAssembledGenesysZendesk

Industry Keywords

Multichannel Service OperationInternational ExpansionHealthcareWellnessConsumer Service

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Build and maintain data-driven global and regional demand forecasts across phone, email, chat, and messaging channels
Factor bookings, scan volumes, campaigns, market launches, and seasonality into forecasts
Create capacity plans and schedules balancing service levels, team wellbeing, and cost across time zones, languages, and sites
Plan staffing for new market and clinic launches, including opening headcount and ramp-up curves
Manage real-time operations by monitoring queues, adjusting staffing, and coordinating intraday changes
Coordinate follow-the-sun and cross-region coverage
Own scheduling processes including shift bids, leave, absence, and swaps
Ensure compliance with local labour laws and working-time rules in each country
Track, analyse, and report service level, occupancy, adherence, shrinkage, and forecast accuracy
Produce global headcount and hiring plans with Member Care leaders and Talent Acquisition
Coordinate onboarding and training schedules
Design scalable WFM processes, standards, and playbooks for new markets
Evaluate, implement, and optimise WFM tooling
Explore automation and AI for forecasting, scheduling, and analytics
Build dashboards and regular leadership reporting
Coach regional leads and team managers on WFM best practices

Requirements

What you’ll need

5+ years in workforce management, ideally in a high-growth, multichannel, multisite or multicountry service operation
Proven experience supporting international expansion or launching new markets
Strong forecasting, capacity planning, and analytical skills
High comfort in Excel/Sheets and SQL or a BI tool
Hands-on experience with WFM platforms such as NICE, Verint, Assembled, Genesys, or similar
Familiarity with Zendesk or comparable support tooling
Ability to turn data into clear recommendations
Excellent communication and stakeholder management skills across cultures and time zones
Calm, proactive approach to real-time changes
Fluent English
Working knowledge of labour regulations across multiple countries is a plus
Experience in healthcare, wellness, or premium consumer service is preferred
Experience building WFM from early stage to a global function is preferred
Experience with process automation or AI-assisted workflows is preferred
Must have the right to work in the role location
Must be based in or able to commute to New York

Benefits

Comp & perks

Equity
Rotating Monday–Sunday schedule with one evening shift per week until 9:45 PM and one weekend shift per month