Senior Manager of Service Design & Workforce Management

<div class="content-intro"><div><strong><em>Are you looking for a role in a company that's solving one of the greatest challenges of our lifetime?&nbsp;</em></strong>Ophelia helps people end their opioid use and restore their quality of life with respect for their time and dignity. Our mission is to make evidence-based treatments for opioid use disorder (OUD) accessible to everyone... and we're looking to bring more people onto our team to help us achieve it.</div> <div>&nbsp;</div> <div><a class="postings-link" href="https://ophelia.com/">Ophelia</a> is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform. Our approach is discreet, convenient, and affordable. We've been successfully operating in 14 states for almost six years and we're excited to continue our growth. We are a team of physicians, scientists, entrepreneurs, researchers and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America.</div></div><h1><span style="font-size: 14pt;"><strong>About the Role</strong>&nbsp;</span></h1> <p>Ophelia is entering a new chapter of scale. As we expand our reach, we are looking for a <strong>Senior Manager of Service Design &amp; Workforce Management</strong> to lead the evolution of our patient services infrastructure. This is a high-impact role sitting at the intersection of Capacity Planning and Process Engineering, designed for a leader who loves to build from the ground up.</p> <p>Your mission is to engineer a high-precision, intent-based operation. You will be the architect of a predictive engine that anticipates patient needs across SMS, phone, and ticketing channels. By combining data-driven forecasting with smart service design, you will help us achieve an efficient patient-to-coordinator ratio, ensuring our care remains both high-quality and optimized as we grow toward 2027.</p> <h1><span style="font-size: 14pt;"><strong>What you’ll work on:</strong></span></h1> <ul> <li><strong>Design the Future State:</strong> Lead the discipline of Workforce Management at Ophelia. You’ll implement sophisticated Erlang C-based models that ensure we always have the right support available for our patients at the right interval.</li> <li><strong>Engineer Intent-Based Routing:</strong> You will design the logic that identifies a patient’s specific needs and routes them to a coordinator with the corresponding skill. You’ll ensure our systems handle triage seamlessly so our team can focus on care.</li> <li><strong>Cross-Functional Orchestration:</