Director, Staffing Operations & Vendor Management

TL;DR

Director, Staffing Operations & Vendor Management (Healthcare): Own the multi-year staffing strategy for Member Care across internal and BPO teams with an accent on tiered staffing models, skills-based routing, workforce management, and vendor oversight. Focus on translating demand forecasts into executable plans, optimizing efficiency, meeting SLAs, and driving continuous improvement using data and analytics.

Location: Remote (United States)

Salary: $149,450 - $200,000 + bonus + equity + benefits

Company

hirify.global is a healthcare company delivering integrated virtual care and navigation to raise the standard of healthcare for everyone.

What you will do

• Own multi-year Member Care staffing strategy, including capacity planning, shift design, and balance between internal and BPO resources.
• Lead workforce management and scheduling for internal and outsourced teams, including real-time adjustments and skill assignments.
• Manage BPO strategy, partner selection, SLAs, KPIs, and operational governance through regular reviews and escalations.
• Drive staffing efficiency, shrink management, and performance metrics like service levels, AHT, and occupancy.
• Build dashboards and collaborate on tooling for IVR, routing, WFM platforms, and analytics.
• Lead and develop a high-performing team while fostering cross-functional partnerships with Forecasting, Quality, Finance, and Product/Engineering.

Requirements

• 10+ years in workforce management, contact center operations, or staffing strategy, with 5+ years in management
• Proven experience leading WFM, scheduling, real-time management, and BPO/vendor operations in high-volume multi-channel environments
• Deep knowledge of capacity planning, scheduling optimization, adherence, skills-based routing, and vendor management
• Advanced analytical skills and experience using data to improve staffing, routing, and financial outcomes
• Strong people leadership, cross-functional collaboration, and communication skills
• Bachelor’s degree required; advanced degree preferred; healthcare experience strongly preferred
• Willingness to travel 10-20% for meetings and site visits

Nice to have

• Experience in healthcare or regulated service environments
• Degree in Operations Research, Statistics, Industrial Engineering, or Healthcare Administration

Culture & Benefits

• Remote-first culture with work-from-home reimbursement
• Comprehensive medical, vision, dental coverage, disability insurance
• 401(k) savings plan, PTO, DTO, 12 weeks paid parental leave, family building benefits
• Focus on equity, inclusion, continuous improvement, and employee experience