Manager, Planning & Delivery

How will this role have an impact?

The Sr. Manager of Planning and Forecasting will have a critical role in driving improved cross-functional decision-making processes through the development of robust business tools, data analysis, and operating cadences. This role will imbed deeply across numerous departments within Signify Health’s Product and Member Engagement teams to understand the business, and collaborate and communicate effectively with internal stakeholders, such as Finance, Network Operations, Production, Product, Clinical Operations, and Customer Success in all aspects to evaluate cross-functional capacity and labor constraints, confidently predict operational forecasts, and make recommendations to senior leadership as to planning and forecasting of our production volume. 

This role will report to our Sr Dir, Product

What will you do?

• Develop, test, and implement forecasts for production volume, through both top-down and bottoms-up approaches, with a particular focus on call center staffing, in both reactive and proactive manners
• Evaluate operational trends that impact production volume, such as product improvements, right party connects, reach rate conversion, call center performance, schedule rates, partner channel scheduling, and capacity fill & conversion
• Work cross-functionally to gather, validate, and interpret cross-business inputs to drive overall production volume forecasts, including ranged estimated based on input sensitivity
• Create and maintain capacity planning models for short-term and long-term forecasts
• Create, modify, and/or execute cross-functional planning & forecasting review cadences, ensuring cross-functional alignment and execution against 12 month plan
• Translate customer needs into technical and functional requirements documentation that drive action and provide sound direction to the developers in Product, Analytics, and Data teams
• Scope, size, define, and prioritize incoming data projects within existing prioritization infrastructure to streamline the execution of the top priorities while maintaining integrity to delivery of core analytics
• Own the operational reporting roadmap and maintain constant communication with business stakeholders to ensure program reporting needs are captured, priority changes are properly channeled, and quality within data governance
• Support the development and refinement of current processes, developing metrics and KPIs, and providing input for workflow enhancement and new process development to improve and close gaps
• Assist with business case creation for key pilots or initiatives that may impact operating forecast or production volume
• Conduct root cause analyses in a solution-oriented manner where results do not align with expectations and share insights on appropriate corrective action to strengthen business performance
• Deliver accurate and well-timed reports/dashboards that provide actionable insights
• Instruct, educate, and present analyses to senior management
• May also assist Sr. Dir, Product in other key strategic or cross-functional initiatives

We are looking for someone with:

• 5+ years of relevant experience in operations and/or labor planning or financial reporting, Bachelor’s degree in fields of information science, health informatics, statistics, applied mathematics, or related field preferred
• 3+ years of experience analyzing large datasets to perform cost, utilization and financial analyses and deliver key insights to internal clients
• Advanced proficiency in Excel required, Strong SQL skills preferred (ability to perform complex queries combining tables and subqueries)
• Experience with SQL and Power BI and/or Tableau
• Excellent communication skills and the ability to clearly communicate messages that link business issues, financial results, and strategy
• Demonstrated ability to effectively analyze and interpret relevant business and resource information and data to support decision-making processes with experience in supporting labor forecasting, budgeting and resource modeling
• Superior attention to detail and ability to successfully manage multiple competing priorities while maintaining a view of the big picture
• Knowledge of workforce management principles & methodologies
• Quantitative/qualitative data analysis, data visualization to industry-specific problems.
• Ability to work cross-functionally to communicate with technical and non-technical groups
• Ability to effectively diagnose potential barriers and propose resolutions that have measurable and positive business impact; ability to think critically
• Excellent written and verbal communication, professional writing, and presentation