Workforce & Operations Performance Manager

Summary

Join TailorCare, a remote-first company, as a Workforce & Operations Performance Manager to lead short-term capacity execution, real-time operational performance monitoring, and contribute to enterprise workforce strategies. Ensure optimal staffing and efficient operations for clinical and outreach teams, enabling scalable, high-quality patient engagement. Translate governance frameworks and strategies into daily execution and operational excellence. Operationalize enterprise governance frameworks and execute workforce-related components of strategic plans. This role is key in operationalizing enterprise governance frameworks and executing workforce-related components of strategic plans set by the Performance Excellence leadership team. The position involves workforce planning, real-time operations monitoring, performance reporting, process improvement, and strategic execution.

Requirements

• Bachelor’s degree in Business, Operations Management, Healthcare Administration, or a related field (Master’s preferred)
• 10+ years of experience in workforce management, operations performance, or capacity planning—ideally within healthcare, contact centers, or patient engagement environments
• Familiarity with CRM platforms (Salesforce preferred), workforce management tools and real-time dashboard platforms
• Advanced Excel and modeling skills; experience building and maintaining capacity and staffing models
• Understanding of SLA management, queue dynamics, and contact center metrics
• Exceptional attention to detail, system thinking, and comfort in a fast-paced operations environment
• Strong analytical mindset with ability to translate data into actionable insights
• Ability to identify trends, predict operational risks, and proactively drive solutions
• Comfort with developing operational playbooks and executing process improvements
• Experience working cross-functionally and influencing without direct authority
• Strong communication skills, able to collaborate with clinical, operational, and technical team

Responsibilities

• Own daily and weekly staffing forecasts and capacity plans across care functions (e.g., outreach, navigation, clinical intake)
• Lead the development and execution of staffing models that balance service levels, productivity, and cost
• Partner with frontline managers to develop shift plans, PTO strategies, and contingency coverage models
• Ensure workforce planning aligns with enterprise governance standards and strategic workforce initiatives
• Implement standardized, scalable staffing practices that support operational growth and service excellence
• Lead real-time contact center activities, monitoring dashboards for outreach volume, assessment backlog management, call queues, and SLA adherence
• Identify and escalate performance deviations, activating operational playbooks and leading rapid response coordination across teams
• Facilitate daily stand-ups with operational leadership to align on key focus areas, address performance gaps, and drive coordinated action across frontline teams
• Support dynamic staff reassignment during high-impact scenarios (e.g., system outages, conversion dips, etc.) to ensure continuity of service and SLA protection
• Collaborate across clinical, operational, and technical teams to support enterprise initiatives, escalation pathways, and real-time workflow optimization
• Partner with Medical Economics, Analytics, and Operations teams to enhance reporting tools and alert systems
• Ensure performance dashboards and reports are aligned to enterprise KPI frameworks and data governance standards
• Analyze operational trends to identify risks, performance drivers, and improvement opportunities
• Produce daily and weekly operational performance summaries with actionable insights for leadership
• Maintain the integrity of operational metrics to support executive reporting and strategic decision-making
• Serve as an operational execution partner for the Performance Excellence leadership team in deploying workforce and process optimization initiatives
• Identify inefficiencies and opportunities for process standardization across frontline operations
• Support quality, training, and workforce development efforts by ensuring staffing workflows enable strong performance and employee growth
• Drive adoption of best practices and scalable solutions that enhance throughput, consistency, and patient experience

Preferred Qualifications

Master’s degree

Benefits

• Meaningful Work: We are dedicated to our mission and deeply value our patients and each other. Each day offers the opportunity to make a positive impact
• Work Environment: We operate as a remote-first company with options for a hybrid work model in Nashville
• Time Off: Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge
• Family First: We offer paid parental leave and support a healthy work-life balance, encouraging flexibility and autonomy. We love talking about our family and pets!
• Comprehensive Benefits: From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution
• Fair Compensation: We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching
• Community: We foster an inclusive environment where you can rely on your teammates, share honest feedback, and feel comfortable being your authentic self at work each day