Director, Demand PLG & Workforce Ops

About HealthEquity:

• Mission to save and improve lives by empowering healthcare consumers.
• Administers HSAs, FSAs, HRAs, COBRA, and commuter benefits with a focus on remarkable member experiences.

The Role:

• Lead the Demand Planning and Workforce Operations pillar within Workforce Strategy.
• Own the end-to-end demand-to-delivery cycle from forecasting to real-time operations.
• Drive strategic direction, platform modernization, and capability building across internal and BPO teams.

What You'll Do:

• Own enterprise contact demand forecasts and translate into capacity plans and budget inputs.
• Direct scheduling, queue management, and performance across multi-site operations.
• Deliver executive-ready reporting and lead change for new tools and operating models.

What You'll Need:

• 10+ years in contact center forecasting and workforce management, with 5+ years leading leaders.
• Hands-on depth with WFM platforms like Verint and experience leading migrations.
• Proven executive communication and change leadership skills.