Job description
Our Mission
Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.
Overview
How You Can Make a Difference
HealthEquity administers HSAs, FSAs, HRAs, COBRA, and commuter benefits, and our service operations exist to deliver a remarkable experience for our members. The Director, Demand Planning and Worforce Operations leads the consolidated Forecasting and Workforce Management pillar within the Workforce Strategy organization. This leader owns the end-to-end demand-to-delivery cycle: long-range and short-range demand forecasting, capacity and headcount planning, scheduling, and real-time operations across internal teams and BPO partner sites.
This is not a day-to-day execution role. The role is accountable for strategic direction, decision-ready insight for executives, capability-building across the team, and leading the organization through significant platform and operating-model change, including the Verint, Webex, and Amazon Connect migrations, and skill-based routing readiness.
What you will be doing
Forecasting and planning
Own the enterprise contact demand forecast (topline, LOB, and interval level) and translate it into capacity plans, hiring plans, and budget inputs for internal and BPO operations.
Model and communicate expected outcomes, including service level, ASA, occupancy, and cost to serve, across scenarios; quantify risks and opportunities to support leadership decisions.
Lead planning for seasonal peak (Q4/Q1), new partner ramps, and channel expansion (chat, skill-based routing), with clear assumptions and contingency plans.
Workforce management operations
Direct scheduling, real-time queue management, and intraday performance across internal and outsourced sites, with tamper-clear audit of adherence and performance data.
Drive WFM platform modernization: Verint migration (scheduling, RTQM automation, outcome projection) and readiness for Webex and Amazon Connect capabilities.
Expand WFM scope beyond member and client services as automation matures.
Leadership and capability building
Deliver executive communication and decision-ready reporting: concise narratives, clear recommendations, and quantified trade-offs rather than raw data.
Perform and coach data analysis and interpretation beyond standard reporting, connecting operational signals to financial and member-experience outcomes.
Coach and build capability across analysts and managers; operate with a strengths-based, empowerment-oriented leadership style.
Lead change management and adoption for new tools, processes, and operating models, including BPO partners.
Continuously assess team skill gaps and bring build / train / hire recommendations to leadership.
Align the pillar's work to long-term organizational priorities and future-state capability needs, including the lean 2027 operating model.
What success looks like in the first 12 months
Forecast accuracy and capacity-plan reliability targets met and reported transparently each cycle.
Verint migration adopted with measurable scheduling and RTQM automation gains; Q4 2026 / Q1 2027 peak delivered within service-level and cost commitments.
Analyst and manager bench strengthened through coaching, with documented skill-gap assessment and a build / train / hire plan in execution.
Executive forums receive decision-ready insight with clear recommendations, reducing escalation and rework.
What you'll need to be successful
Required
10+ years in contact center forecasting, capacity planning, and workforce management, including 5+ years leading leaders in a multi-site environment with BPO partners.
Demonstrated ownership of enterprise-level demand forecasting and headcount/budget planning, with strong statistical and scenario-modeling skills.
Hands-on depth with WFM and telephony platforms (e.g., Verint or equivalent; Cisco/Webex; cloud contact center platforms) and experience leading platform migrations.
Proven executive communication: able to distill complex analysis into clear recommendations for VP+ audiences.
Track record of change leadership, coaching, and building high-performing analytical teams.
Preferred
Experience in healthcare, benefits administration, or another regulated environment with strict data-handling obligations.
Experience with skill-based routing design, chat/digital channel planning, and outsourcing governance.
Advanced analytics or data science exposure (SQL, Python/R, or BI platforms) sufficient to lead and quality-check analyst work.
Salary Range
$127000.00 To $160000 / yearBenefits & Perks
The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives and restricted stock units as part of the total compensation package, in addition to a full range of benefits including:
Medical, dental, and vision
HSA contribution and match
Dependent care FSA match
Uncapped paid time off
Paid parental leave
401(k) match
Personal and healthcare financial literacy programs
Ongoing education & tuition assistance
Gym and fitness reimbursement
Wellness program incentives
Onboarding & Travel
This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity’s immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.
This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.
HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process.
Why work with HealthEquity
HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.
You belong at HealthEquity!
HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.
HealthEquity uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot’s AI technology recording and transcribing your interview with your Talent Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot.
At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together.
As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity.
HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.