Manager, Workforce Operations

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you're empowered to show up every day as your most authentic self and be a part of something bigger - thriving both personally and professionally. Together, let's empower people everywhere to live their healthiest lives.

Summary of Position

The Manager, Workforce Operations is a key leader responsible for overseeing the central operations hub, where critical information is processed, analyzed, and communicated to support decision-making and operational coordination. This role combines strategic leadership with operational expertise, focusing on optimizing processes, fostering innovation, and driving organizational performance across departments.

Essential Duties and Responsibilities

• Operational Leadership: Lead Command Center operations, ensuring real-time monitoring, analysis, and communication of critical information to stakeholders for effective decision-making.
• Strategic Collaborator (Business Liaison): Serve as the primary point of contact between internal teams, including Finance, Marketing, Operations Reporting, and Project Management, aligning operational objectives with organizational goals.
• Capacity Planning Oversight: Supervise and contribute to capacity planning efforts, ensuring resources align with forecasted demand and service level agreements (SLAs).
• Data Management: Continuously monitor and analyze data to identify trends, assess risks, and provide actionable insights that support leadership decisions.
• Process Improvement: Develop and implement standardized best practices, policies, and methodologies to drive efficiency and continuous improvement across operations.
• Incident Management: Manage incident response, including outages, by coordinating resources, tracking incident progression, and mitigating disruptions effectively.
• Performance Tracking: Monitor team and individual performance metrics, analyzing trends to improve outcomes and ensure service delivery objectives are achieved.
• Systems Maintenance: Oversee the maintenance and functionality of Command Center systems and tools, coordinating troubleshooting, updates, and upgrades as needed.
• Training Development, Deployment, and Documentation: Create training programs, develop standard operating procedures (SOPs), and ensure consistent documentation to maintain operational preparedness.
• Project Oversight and Completion: Manage and coordinate special projects from inception to completion, ensuring alignment with organizational objectives and timely delivery.
• Forecasting Partner: Collaborate with Workforce Management and Forecasting teams to refine forecasts, analyze call volume patterns, and align resources with business needs.

Qualifications Required for Position

• 3 years of increasing responsibility in a workforce management/data analytics team.
• Proven leadership experience in operational, command center, or workforce management roles.
• Working knowledge of PowerBI and Salesforce required.
• Advanced knowledge of MS Excel.
• Expertise in data analysis, capacity planning, and incident management.
• Strong collaborative and communication skills for cross-functional alignment and stakeholder engagement.
• Demonstrated ability to optimize processes, drive innovation, and deliver results through team performance.

Qualifications Preferred for Position

• Bachelor's degree preferred or 5 years of forecasting/scheduling may be considered in lieu ofdegree.
• Experience with Tableau reporting.
• ETL knowledge preferred.
• Six Sigma/Agile process improvement preferred.

The base salary range for this position is$100,000- $110,000.In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed hereTeladoc Health Benefits 2025.Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications.This information is applicable for all full-time positions.

Teladoc Health will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.