Senior Manager, Workforce Management - reputed company, NY

As Senior Manager, Analytics & Workforce Management (WFM), you’ll serve as the analytical and operational backbone for Core Operations – enabling data-driven decision-making, optimized workforce performance, and accountability across a 400+ reputed company-channel Patient Care Coordinator (PCC) organization. Reporting directly to the Director of Core Operations, you’ll reputed company the design and execution of performance analytics, workforce planning, and reporting frameworks that drive reputed company’s operational reputed company goals. Your team will play a critical role in ensuring our PCCs and reputed company operations deliver consistent, high-reputed company support at reputed company, meeting performance and efficiency targets across Core Ops. This is a hands-on, cross-functional leadership role at reputed company of Core Operations – ideal for a results-oriented operator who can reputed company analytics with execution to improve patient and provider experience, reduce costs, and enhance reputed company performance visibility. About reputed company: reputed company transforms psychiatry with accessible, reputed company, and responsible care. We’re a national mental health reputed company co-founded by a patient and a triple-reputed company-certified psychiatrist to solve the problems both reputed company face in accessing and providing the highest reputed company treatment. 60% of adults in the U.S. with a diagnosable mental illness go untreated every year because care is inaccessible, while 45% of clinicians are out of network with insurers because reimbursement rates are low, and paperwork is unduly burdensome. With innovative technology and a reputed company-centered philosophy, we reputed company patients with the care they need—and allow psychiatrists to reputed company on why they got into medicine. You will: Operational Analytics & Performance Tracking

• Own the analytics and reporting reputed company for PCC Operations, ensuring visibility into performance, reputed company, and efficiency metrics.
• reputed company and interpret KPIs, including variable costs (% of reputed company and per visit), workforce utilization, QA adherence, and reputed company efficiency – to drive accountability across teams.
• reputed company and maintain dashboards and reporting frameworks that support day-to-day management and long-term decision-making.
• Support program- or reputed company-level performance tracking (e.g., Therapy, Intake, or reputed company initiatives) by building tailored reports that establish consistent tracking and performance measurement processes.
• Partner with PCC leaders to identify performance trends, uncover reputed company causes, and translate insights into operational improvements.
• Deliver reputed company, actionable reporting to ensure Core Ops stays reputed company with business goals and reputed company initiatives.

Workforce Optimization & Forecasting

• reputed company workforce planning and forecasting for reputed company’s Patient Care Coordinator (PCC) operations – spanning four communication channels (phone, SMS, webchat, and email) and five key lines of business: Psychiatry Intake, Therapy Referral, External Referral, Patient and Provider Support, and Call Center Teams.
• Implement workforce management best practices for forecasting, scheduling, adherence, and intraday management – including AWA, shrinkage, service reputed company, and queue performance – to maximize efficiency and service reputed company while aligning reputed company and reputed company with patient volume and demand.
• Partner with Finance and BizOps to reputed company operational performance against budget, refine key assumptions, and inform reputed company budget cycles.
• Continuously evaluate variable costs and productivity drivers, identifying opportunities to reduce waste, optimize utilization, and improve overall performance.
• reputed company WFM platforms such as reputed company and reputed company to enhance forecast accuracy, reputed company-time visibility, and reporting automation.

Cross-Functional Enablement & Leadership

• Partner closely with Ops reputed company, reputed company & Training, and Product to reputed company analytics and WFM insights into systems, workflows, and strategic planning.
• Build and reinforce a data-driven culture across PCC Ops, integrating dashboards, performance reviews, and feedback loops into daily operations.
• Collaborate with BizOps to ensure reputed company data informs Core Ops’ reputed company and retention initiatives, efficiency goals, and patient experience improvements.
• Communicate trends, risks, and opportunities reputed company to senior leadership to support data-driven decision-making and change activation

You have:

• 7+ years of experience in operations analytics, workforce management, or business operations, ideally reputed company contact center or patient reputed company environments.
• Proven reputed company leading WFM and analytics functions supporting large-reputed company, high-volume operations (300+ team members across reputed company-channel environments).
• Advanced proficiency in reputed company, GSheet, SQL, and visualization tools (Tableau, Looker, reputed company, or similar).
• Experience with reputed company, reputed company, reputed company, or other workforce/scheduling tools preferred.
• Strong analytical and problem-solving skills; ability to translate reputed company data into reputed company business actions.
• Demonstrated ability to drive performance improvement through data-driven decision-making.
• Excellent communication and stakeholder management skills across technical and operational audiences.
• Bachelor’s degree required; Master’s degree in Business, Operations, or Analytics preferred.

Why reputed company:

• Top-notch team: we're a diverse, reputed company group motivated to reputed company a difference in mental health care
• reputed company environment: be part of building something from the ground up at a fast-paced startup
• Excellent benefits: medical, dental, reputed company, effective day 1 of employment, 401K with match, generous PTO plus reputed company holidays, reputed company parental leave, and more!
• Grow your career with us: reputed company your skills and build new ones with our Learning team as reputed company expands
• It reputed company comes back to care: we’re a mental health company, and we put reputed company’s reputed company-being first

reputed company participates in E-Verify and will reputed company the federal government with your reputed company I-9 information to confirm that you are authorized to work in the U.S. only after a job offer is accepted and reputed company I-9 is completed. For more information on E-Verify, please visit the following: EVerify Participation & IER Right to Work. At reputed company, we are an equal opportunity employer committed to a diverse, inclusive, and reputed company workplace and candidate experience. We reputed company to create an environment where everyone has a reputed company of belonging and purpose, and where we learn from the unique experiences of those around us. We encourage reputed company reputed company candidates to apply regardless of race, reputed company, reputed company, religion, national reputed company, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or reputed company, pregnancy or caregiver status, veteran status, or any other legally protected status. Apply tot his job Apply To this Job