Lead the definition and execution of workforce management strategy for back‑office service operations, adapting WFM principles (forecasting, capacity planning, work allocation, productivity management) to non‑queue‑based environments.
Identify priority functions for WFM deployment and build roadmaps for progressive capability adoption, balancing near‑term performance improvement with long‑term operating model maturity.
Translate enterprise workforce strategy into function‑specific models that reflect differences in work type, variability, regulatory constraints, and skill mix.
Establish demand forecasting and capacity planning methodologies for back‑office workflows.
Implement work‑in‑process, aging, and SLA‑driven management disciplines to improve throughput, predictability, and service outcomes.
Partner with operations leaders to define productivity standards, staffing assumptions, and performance thresholds appropriate to each function.
Design a scalable governance framework for back‑office workforce management.

10+ years of progressive leadership experience in workforce management, operations strategy, analytics, or service operations, with demonstrated exposure to back‑office or claims‑based environments in the healthcare industry preferred
Proven experience designing or scaling capacity planning, productivity, or service‑level frameworks beyond traditional call center models.
Experience with WFM tools (Aspect, NICE, UKG, etc).
Experience operating in large, matrixed organizations with multiple lines of business and varying operational maturity.
Strong strategic and analytical skills with the ability to translate complex operational data into clear leadership recommendations.
Demonstrated success leading change through influence, particularly in environments without direct authority.
Executive‑ready communication skills and comfort presenting to VP and SVP‑level stakeholders.

Lead Director, Workforce Management – Back Office Operations

Key skills