Director, Staffing Operations & Vendor Management

Job Summary: As our Head of Staffing Strategy & Vendor Management, you will be tasked with ensuring Member Care has the right people, with the right skills, in the right place at the right time—across both internal teams and outsourced partners. This transformational leader will own the multi‑year staffing strategy for Member Care, including the design and ongoing optimization of our tiered staffing model, skills‑based routing strategy, and the balance between internal and BPO resources. You will directly oversee workforce management and scheduling functions (skilling, staffing, scheduling, and real‑time management) and vendor/BPO operations, ensuring we consistently meet or exceed service level, quality, and margin goals while delivering a top-notch member and employee experience. Reporting to the Senior Director, Member Care Strategy & Operations, you will partner closely with Member Care Advocacy (our member-facing teams), Staffing Forecasting, Quality, Training, Operations Enablement, Implementation, Finance, and Product/Engineering to turn demand forecasts and staffing assumptions into an executable plan that works in production. This role is perfect for a skilled leader who is enthusiastic about workforce strategy, contact center operations, and vendor management, and who loves using data, process, and relationships to drive measurable results at scale. Responsibilities: Staffing Strategy & Workforce Management • Own the multi‑year Member Care staffing strategy across channels, roles (e.g., Member Care Advocates, specialty teams, support functions) and staffing type (internal and BPO), ensuring alignment with company growth plans, product roadmap, and client commitments. • Translate demand forecasts (provided by the Forecasting Team) into clear capacity and staffing requirements by role, tier, BPO/internal and skill group across standard and surge periods. • Lead the workforce management and scheduling function for Member Care, including long‑term capacity planning, short‑term staffing plans, shift and schedule design, skill assignment, and real‑time management responsibilities for both internal and outsourced teams. • Design and continuously refine a tiered staffing and skilling model (e.g., role tiers, skill groups, routing rules, cross-skilling) that optimizes for member experience, efficiency, and employee engagement. • Ensure staffing plans are operationalized via skilling, and scheduling tools and that there is tight feedback between plan and actual performance. • Establish and maintain clear staffing governance, including how staffing decisions are made, who owns what (Member Care vs. Finance), and how trade‑offs are escalated and resolved. • Drive continuous improvement in staffing efficiency, shrink management, adherence, and productive occupancy, while maintaining or improving key experience metrics (e.g., service levels, AHT, MSAT, escalation rate). Vendor / BPO Strategy & Management • Serve as the owner for Member Care Business Process Outsourcing (BPO) strategy, including which scopes of work are internal vs. outsourced, partner selection, and portfolio mix across vendors and geographies. • Define and maintain performance standards, SLAs, and KPIs for BPO partners (e.g., service levels, quality, MSAT, AHT, escalation rates, adherence, error rates, unit cost). • Oversee the management of BPO relationships. This includes daily and weekly check-ins for operational governance. You will also conduct Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs). These activities help drive accountability and encourage continuous improvement. • Ensure BPO partners are trained, enabled, and informed at the same standard as internal teams by coordinating with Training, Knowledge, Quality Coaching, and Product/IT. • Partner with Legal, Procurement, and Finance on contracting, pricing, and commercial terms, ensuring we can meet both performance and margin goals. • Build and maintain a robust ... (truncated, view full listing at source)