Enterprise WFM Director

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Enterprise Workforce Management (WFM) Director will serve as the strategic leader responsible for building and executing an enterprise-wide workforce planning, forecasting, and productivity strategy. While the contact centers remain a critical operational anchor, this role expands WFM disciplines across all operational areas.

A key part of this role is serving as the connective partner to FP&A, ensuring workforce models, staffing plans, hiring strategies, and productivity expectations align with financial targets and budget strategies. The Director will also collaborate closely with Operations Optimization and Process Improvement teams to identify efficiency opportunities, quantify the value of initiatives, and ensure improvement efforts deliver measurable operational and financial impact.

The Director leads a team of Real-Time Analysts, Forecasters, and Workforce Modelers to optimize service performance, labor efficiency, and enterprise readiness, playing a pivotal role in shaping how the organization measures work, plans labor needs, and designs the future of operational staffing.

Job Responsibilities: 

• Develop and own the enterprise Workforce Management strategy, including forecasting, capacity planning, productivity measurement, and staffing model development across call centers and enterprise operations. 

• Partner with operational leaders to understand workflows, quantify work effort, document process drivers, and establish standardized staffing models, productivity targets and reporting. 

• Build scalable, staffing and capacity models leveraging data that integrate membership forecasts and behavior patterns, volume forecasts, productivity assumptions, SLAs, and financial constraints across business units. 

• Serve as the primary WFM liaison to FP&A, aligning staffing models and forecasts with annual budgets, financial outlooks, and long-range labor strategies. 

• Collaborate with Optimization and Process Improvement teams to identify operational inefficiencies, provide the analytical structure to measure impact, and quantify value creation from initiatives. 

• Lead the WFM team responsible for real-time performance, intraday operations, forecasting, modeling, staffing policies, and enterprise labor planning. 

• Develop forecasting frameworks that incorporate historical trends, operational workflows, regulatory requirements, and business initiatives to support short- and long-term planning. 

• Establish governance for workforce metrics, productivity standards, assumptions, and methodologies across the enterprise to ensure consistency and transparency. 

• Develop dashboards, KPIs, and executive-level reporting that visualize staffing performance, productivity trends, capacity risks, and overall workforce health. 

• On an ad-hoc basis, partner with HR/Talent Acquisition to align hiring strategies with workforce requirements, identifying gaps and supporting prioritization of staffing needs. 

• Drive automation and advanced data techniques to modernize forecasting, scheduling, and productivity monitoring capabilities. 

• Evaluate and implement workforce management tools and technologies that enhance forecasting accuracy, sched