Opportunity Overview:
As Cohere Health’s Director of Business Planning & Workforce Management, you will lead the strategy and execution of enterprise-level forecasting, capacity planning, scheduling, and workforce optimization for our virtual contact center operations. You will oversee a team of workforce and business analysts, partner cross-functionally with internal stakeholders, and represent Cohere in client-facing discussions around operational performance and scalability.
This is a high-impact leadership role requiring deep analytical acumen, operational excellence, and exceptional communication skills. You will drive workforce strategy, enable efficient service delivery, and ensure staffing plans align with service-level agreements and client expectations.
What you’ll do:
- Lead business planning and workforce management functions across virtual service center operations
- Own end-to-end forecasting, capacity modeling, and staffing plans to support service delivery excellence
- Manage a high-performing team responsible for scheduling, real-time adherence, and performance analytics
- Serve as a strategic partner to internal leaders across Operations, Clinical Operations, Client Success, Finance, and Technology
- Present staffing plans, performance metrics, and operational strategies in internal and external client meetings
- Build scalable systems and processes to support continued growth and efficiency
- Translate business objectives into workforce strategy, ensuring optimal alignment between resources and demand
- Drive innovation and continuous improvement in workforce tools, systems, and reporting infrastructure
What you’ll need:
- 10+ years of experience leading a team focused on workforce management, capacity planning, or operations strategy, preferably in healthcare or a high-growth, service-based organization
- Experience leading distributed, remote teams and managing large-scale, virtual service center operations
- Expertise in workforce management platforms (e.g., NICE, Verint, Genesys, or similar)
- Strong command of forecasting methodologies, performance modeling, and data-driven decision making
- Proven ability to influence cross-functional partners and present to external clients and executive stakeholders
- Experience developing and managing budgets for service operations organizations, with a focus on cost efficiency and resource optimization
- Strong understanding of gross margin and operating expense drivers, and ability to align workforce planning decisions with financial targets
- Proven ability to translate operational strategies into budget forecasts and financial performance metrics to support executive decision-making
- Solid understanding of Just-In-Time inventory models and their application in resource and staffing optimization
- Demonstrated knowledge of turnaround time requirements and how to integrate them into capacity and workflow planning
- Experience interpreting and operationalizing contractual Service Level Agreements to ensure consistent performance and compliance
- Exceptional analytical, communication, and leadership skills
- Bachelor’s degree required; Master’s degree or MBA preferred
Pay & Perks:
💻 Fully remote opportunity with about 25% travel
🩺 Medical, dental, vision, life, disability insurance, and Employee Assistance Program
📈 401K retirement plan with company match; flexible spending and health savings account
🏝️ Up to 184 hours (23 days) of PTO per year + company holidays
👶 Up to 14 weeks of paid parental leave
🐶 Pet insurance
The salary range for this position is $160,000 to $180,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.
Interview Process*:
- Connect with Talent Acquisition for a Preliminary Phone Screening
- Meet your Hiring Manager!
- Behavioral Interview(s) with cross-functional partners
- Executive Interview
*Subject to change
About Cohere Health:
Cohere Health’s clinical intelligence platform delivers AI-powered solutions that streamline access to quality care by improving payer-provider collaboration, cost containment, and healthcare economics. Cohere Health works with over 660,000 providers and handles over 12 million prior authorization requests annually. Its responsible AI auto-approves up to 90% of requests for millions of health plan members.
With the acquisition of ZignaAI, we’ve further enhanced our platform by launching our Payment Integrity Suite, anchored by Cohere Validate™, an AI-driven clinical and coding validation solution that operates in near real-time. By unifying pre-service authorization data with post-service claims validation, we’re creating a transparent healthcare ecosystem that reduces waste, improves payer-provider collaboration and patient outcomes, and ensures providers are paid promptly and accurately.
Cohere Health’s innovations continue to receive industry wide recognition. We’ve been named to the 2025 Inc. 5000 list and in the Gartner® Hype Cycle™ for U.S. Healthcare Payers (2022-2025), and ranked as a Top 5 LinkedIn™ Startup for 2023 & 2024. Backed by leading investors such as Deerfield Management, Define Ventures, Flare Capital Partners, Longitude Capital, and Polaris Partners, Cohere Health drives more transparent, streamlined healthcare processes, helping patients receive faster, more appropriate care and higher-quality outcomes.
The Coherenauts, as we call ourselves, who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.
We can’t wait to learn more about you and meet you at Cohere Health!
Equal Opportunity Statement:
Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it’s personal.
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