Director, Business Planning and Workforce Management

Opportunity Overview:

As Cohere Health’s Director of Business Planning & Workforce Management, you will lead the strategy and execution of enterprise-level forecasting, capacity planning, scheduling, and workforce optimization for our virtual contact center operations. You will oversee a team of workforce and business analysts, partner cross-functionally with internal stakeholders, and represent Cohere in client-facing discussions around operational performance and scalability.

This is a high-impact leadership role requiring deep analytical acumen, operational excellence, and exceptional communication skills. You will drive workforce strategy, enable efficient service delivery, and ensure staffing plans align with service-level agreements and client expectations.

What you’ll do:

• Lead business planning and workforce management functions across virtual service center operations
• Own end-to-end forecasting, capacity modeling, and staffing plans to support service delivery excellence
• Manage a high-performing team responsible for scheduling, real-time adherence, and performance analytics
• Serve as a strategic partner to internal leaders across Operations, Clinical Operations, Client Success, Finance, and Technology
• Present staffing plans, performance metrics, and operational strategies in internal and external client meetings
• Build scalable systems and processes to support continued growth and efficiency
• Translate business objectives into workforce strategy, ensuring optimal alignment between resources and demand
• Drive innovation and continuous improvement in workforce tools, systems, and reporting infrastructure

What you’ll need:

• 10+ years of experience leading a team focused on workforce management, capacity planning, or operations strategy, preferably in healthcare or a high-growth, service-based organization
• Experience leading distributed, remote teams and managing large-scale, virtual service center operations
• Expertise in workforce management platforms (e.g., NICE, Verint, Genesys, or similar)
• Strong command of forecasting methodologies, performance modeling, and data-driven decision making
• Proven ability to influence cross-functional partners and present to external clients and executive stakeholders
• Experience developing and managing budgets for service operations organizations, with a focus on cost efficiency and resource optimization
• Strong understanding of gross margin and operating expense drivers, and ability to align workforce planning decisions with financial targets
• Proven ability to translate operational strategies into budget forecasts and financial performance metrics to support executive decision-making
• Solid understanding of Just-In-Time inventory models and their application in resource and staffing optimization
• Demonstrated knowledge of turnaround time requirements and how to integrate them into capacity and workflow planning
• Experience interpreting and operationalizing contractual Service Level Agreements to ensure consistent performance and compliance
• Exceptional analytical, communication, and leadership skills
• Bachelor’s degree required; Master’s degree or MBA preferred

 

Pay & Perks:

💻 Fully remote opportunity with about 25% travel

🩺 Medical, dental, vision, life, disability insurance, and Employee Assistance Program 

📈 401K retirement plan with company match; flexible spending and health savings account 

🏝️ Up to 184 hours (23 days) of PTO per year + company holidays

👶 Up to 14 weeks of paid parental leave 

🐶 Pet insurance  

The salary range for this position is $160,000 to $180,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

 

Interview Process*:

1. Connect with Talent Acquisition for a Preliminary Phone Screening
2. Meet your Hiring Manager!
3. Behavioral Interview(s) with cross-functional partners
4. Executive Interview

*Subject to change

 

About Cohere Health:

Cohere Health’s clinical intelligence platform delivers AI-powered solutions that streamline access to quality care by improving payer-provider collaboration, cost containment, and healthcare economics. Cohere Health works with over 660,000 providers and handles over 12 million p