Director, Workforce Management

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 450,000 members in California, Arizona, Nevada, Oregon, Washington and Texas. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn; Facebook; and Twitter.

The Job

The Director, Workforce Management (WFM) provides enterprise leadership for workforce planning, forecasting, capacity management, scheduling strategy, workforce optimization, and workforce technology across member, provider, sales, and operational support functions. This role develops and executes long-range workforce strategies that align staffing models, operational readiness, member growth, regulatory requirements, and financial objectives. The Director leads the Workforce Management Center of Excellence (COE), establishes enterprise workforce planning standards and governance, and drives continuous improvement through advanced analytics, automation, and workforce technology solutions to ensure service excellence, operational efficiency, and scalable growth.

You Will

Develop and lead enterprise workforce management strategies that support organizational growth, operational readiness, member experience objectives, and financial performance. Establish long-range workforce plans aligned with enrollment projections, business expansion, regulatory requirements, and enterprise priorities.

multi-channel forecasting and capacity planning activities across contact center and operational functions. Develop workforce models and resource plans that align business demand, member growth, service-level commitments, and operational objectives.

Lead enterprise workforce optimization initiatives focused on productivity, efficiency, service-level attainment, occupancy, adherence, shrinkage management, and customer experience outcomes. Establish governance processes to continuously improve workforce performance.

Define enterprise workforce KPIs, reporting frameworks, labor forecasts, and workforce investment strategies. Deliver executive-level analytics, scenario modeling, budget planning, ROI analysis, and strategic recommendations that support operational and financial decision-making.

Oversee implementation, adoption, optimization, and governance of workforce management technologies, including Aspect, Intradiem, workforce automation platforms, and related technologies. Partner with Technology teams to drive innovation, scalability, and operational effectiveness.

Lead enterprise Workforce Management COE activities by establishing workforce planning frameworks, forecasting methodologies, operational standards, governance models, and best practices to ensure consistency and scalability across the organization.

Lead workforce readiness planning for critical business cycles, including AEP/OEP, major transformation initiatives, and enterprise growth programs. Develop contingency staffing plans and capacity strategies to support operational continuity and service excellence.

Ensure workforce management practices comply with CMS requirements, labor regulations, internal policies, and governance standards. Maintain audit-ready documentation and proactively identify and mitigate workforce-related operational and compliance risks.

Lead and develop workforce management leaders and teams. Partner closely with Operations, Experience, Sales, Finance, HR, Technology, Compliance, and executive leadership to align workforce strategies with enterprise objectives and transformation initiatives.

Champion innovation, process improvement, advanced analytics, workforce automation, and emerging workforce technologies to advance workforce management maturity and organizational effectiveness. Perform all other duties as assigned.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Actively support the achievement of SCAN’s Vision and Goals.

Other duties as assigned.

Your Qualifications

Bachelor’s Degree or equivalent experience

5-7 years of related workforce management experience

5 years of progressive leadership experience

Experience leading enterprise Workforce Management Centers of Excellence (COEs)

Experience with workforce management technologies including Aspect, NICE, Genesys, Intradiem, or similar platforms

Workforce management experience in contact center, healthcare, insurance, or other highly regulated environments

Experience leading enterprise workforce planning, forecasting, capacity management, and workforce optimization functions

Experience leading workforce technology, automation, and operational transformation initiatives

Proven success developing workforce strategies that align operational, financial, and customer experience objectives

Experience supporting enterprise, multi-site, multi-channel service organizations

What's in it for you?

• Base Pay Range: $147,000-$210,000, Salary + Incentive Plan

• Work Mode: Mostly Remote

• An annual employee bonus program

• Robust Wellness Program

• Generous paid-time-off (PTO)

• 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days

• Excellent 401(k) Retirement Saving Plan with employer match

• Robust employee recognition program

• Tuition reimbursement

• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team!  Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)