Director, Workforce Management, Customer Experience & Quality (Healthcare)

TL;DR

Director, Workforce Management, Customer Experience & Quality (Healthcare): Leading and scaling Workforce Management, Quality Management, and Operations Training functions for multi-site, multi-channel operations with an accent on staffing models, forecasting, and capacity planning. Focus on optimizing the NICE CXone platform, designing long-range workforce plans, and governing real-time management practices to ensure service level performance.

Location: Must be based in select U.S. locations (e.g., Mason, OH)

Compensation: USD 105,000 - 120,000 yearly

Company

hirify.global is a global provider of next-generation commercialization services for the life sciences industry, serving over 650 biotech and pharmaceutical clients.

What you will do

• Lead and provide strategic direction for Workforce Management, Quality Management, and Operations Training functions.
• Design and refine staffing models, forecasts, and capacity plans for call center and back-office operations.
• Act as the subject matter expert for the NICE CXone and NICE WFM platforms, guiding configuration and optimization.
• Partner with leadership to develop long-range workforce plans for new business implementations and client growth.
• Oversee quality monitoring programs, scorecards, and calibration sessions to ensure high-quality service delivery.
• Direct the design and delivery of new-hire and ongoing training curricula for operations staff.

Requirements

• Location: Must be based in the United States.
• Bachelor’s degree in business, operations management, or a related field.
• 8+ years of progressive experience in workforce management with leadership across WFM, Quality, and Training.
• Proven experience building staffing models for both phone and non-phone operations.
• Experience with NICE contact center and workforce management platforms.
• Prior experience in a BPO or B2B operations environment is strongly preferred.

Nice to have

• Master’s degree in a relevant field.
• Expertise in Microsoft Excel and advanced statistical modeling techniques.
• Experience in healthcare, life sciences, or pharma services environments.
• Experience leading other managers (leading leaders).

Culture & Benefits

• Certified Great Place to Work with a vision to create a healthier world.
• Inclusive culture emphasizing diversity, equity, and inclusion.
• Commitment to competitive salaries and comprehensive benefits packages.
• Remote-friendly home office setup with occasional travel (up to 15%).