Capacity Operations & Vendor Performance, Senior Manager

Job Description

A bit about this role:

You'll be part of Devoted Health's Member Experience Operations organization, partnering across Operations, Workforce Management, Recruiting, Training, Quality, Data, and Vendor teams to help our Guide organization scale smarter. This role is responsible for translating capacity and staffing decisions into operational reality by bringing together flex staffing, staff augmentation, vendor performance, and cross-functional launch planning into a single, coordinated operating model.

This is a high-impact Senior Manager role for a seasoned operator who can bring structure to complex, high-scale execution. Over the next several quarters, this role will help orchestrate capacity across multiple major operating teams, including temporary/vendor-supported staff and internal Guides flexing across queues. You aren't just tracking projects; you are setting the operating rhythm, aligning stakeholders, building scalable infrastructure, and driving the accountability needed to maximize capacity, improve vendor performance, and scale efficiently without defaulting to headcount growth.

Responsibilities and impact will include:

Capacity orchestration and operational execution:

• Partner with Workforce Management and Operations to turn forecasts, backlog, service levels, staffing availability, and priorities into smart deployment decisions - before members feel a gap.

• Own when to flex, where to flex, and how to move fast across queues, teams, vendors, and temporary staffing pools.

Vendor & Flex optimization:

• Own staff augmentation strategy and execution, getting the most value out of vendor-supported operations.

• Set the metrics, scorecards, escalation paths, and governance routines that close gaps in quality, productivity, attendance, and timeliness.

• Keep vendor relationships performance-driven, transparent, and aligned with where the business is heading.

Program Management & Cross Functional Leadership:

• Be the connective tissue across Workforce Management, Operations, Recruiting, Training, Quality, Data, and Vendor teams, turning staffing decisions into coordinated action.

• Lead complex initiatives from idea to execution - setting milestones, tracking progress, surfacing risks, and driving accountability.

• Establish the daily, weekly, and monthly rhythm for capacity deployment and performance management.

• Create one central source of truth for capacity, demand, flex movements, vendor performance, and risk.

• Build the playbooks, SOPs, and prioritization frameworks that make decisions faster, more consistent, and less reliant on any one person's knowledge.

Required skills and experience:

• 7+ years in operations, workforce management, vendor management, program management, business operations, or a similarly analytical operational leadership role in a customer-focused or healthcare environment.

• A track record of leading complex, cross-functional initiatives with multiple teams, competing priorities, and measurable outcomes.

• Demonstrated success building operating models, governance routines, scorecards, dashboards, playbooks, or performance management systems from scratch.

• Strong operational judgment - translating forecasts, staffing plans, backlog, service levels, productivity, and quality signals into practical decisions.

• Proven use of metrics, dashboards, and operational data to diagnose root causes, frame tradeoffs, and drive measurable improvement.

• Exceptional systems thinking: connecting people, process, data, technology, vendor performance, and frontline realities into scalable solutions.

• Strong communication and stakeholder management: developing a clear point of view, influencing across leadership levels, and aligning diverse teams without direct authority.

• Comfort in ambiguous, fast-changing environments while bringing clarity, accountability, and structured execution to others.

Desired skills and experience:

• Experience with contact center operations, workforce management, or capacity planning functions.

• Direct experience managing staff augmentation models, outsourced service delivery, or vendor SLA accountability.

• Familiarity with Medicare Advantage or healthcare operations.

Salary: $110,000 - $130,000 / annually

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going - all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.