Director, Workforce Management and Capacity Planning at 98point6

| Seattle | Remote
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Our mission is to deliver high-quality primary care that is accessible, convenient and affordable for all. Every single day you’ll be working on challenging problems with an exceptional team to profoundly transform primary care and improve people’s quality of life.
 
This role allows you to work from anywhere you choose across the U.S. (excluding U.S. territories), with the flexibility to work from the Seattle HQ office as often as you’d like. Please note that no matter where you are located, all employees should be available during our core working hours from 10 am to 4 pm PT Monday through Friday.
 
Your role and impact
 
As the Director, Workforce Management and Capacity Planning, you will guide and develop industry-leading processes for a high volume, fast paced 24/7 virtual clinic. You will be responsible for ensuring an optimal patient and physician experience given forecasted demand, making real-time adjustments when needed. This role will play a pivotal part in establishing the strategy for the 98point6 physician workforce. As a subject-matter expert, you will be a catalyst for critical and informed thinking, ensuring the development and implementation of efficient operations and cost-effective systems to meet current and future needs.
 
Responsibilities
  • Provide quantitative assessment on when to open hiring for new physicians and the required qualifications for these positions 
  • Build, manage and drive workforce management strategy, process and execution across clinic operations that foster organizational culture, drive KPIs and allow us to meet or exceed our business objectives
  • In collaboration with the cross-functional Workforce Management team; ideate, test, measure and execute on new staffing models to lower service costs while meeting service-level agreements
  • Produce and analyze simulation analysis to determine cost-effective solutions while ensuring optimization of operational efficiency
  • Manage and mentor the WFM Operations team through activities including capacity planning, forecasting, scheduling and real-time monitoring and analysis
  • Partner with the Workforce Management Product team, aligning clinic policies and product roadmaps
  • Define and establish key metrics and reporting methods to track, monitor and optimize workforce management operations. Regularly synthesize and report on operational health to company executives
  • Stay current on internal work processes, policies and procedures and identify recurring problems that impact the key metrics; contribute ideas on ways to resolve problems and lead out policy changes to achieve the established Objective Key Results (OKRs)
  • Work cross-functionally to align on strategy and execution related to workforce management
  • Define and champion opportunities for product development that make use of software to standardize, enhance quality and reduce operational costs
Qualifications
  • 7+ years experience in workforce management or on-demand logistics in a fast moving organization
  • 3+ years experience managing, coaching and developing workforce management teams
  • 1+ year(s) experience with SQL and reporting software such as Tableau
  • Deep understanding of on-demand operations (e.g., call center or low-latency fulfillment) including workforce management principles, various staffing strategies and sophisticated case-routing techniques
  • Experience in setting the strategic direction, conducting workforce analysis, development and implementation of an action plan 
  • Comfortable building complex planning and capacity models with multi-layered variability
  • Ability to bring simplicity and measurable results to complex, ambiguous situations in fast-moving environments

98point6 provides equal employment opportunities to all without regard to race, color, religion, sex (including sexual orientation or gender identity), national origin, age, disability, genetic information or other protected status.

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Technology we use

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Location

From 360° mountain, water and downtown views, to restaurants, bars and public transportation within blocks, our Seattle headquarters is hard to beat.

An Insider's view of 98point6

How would you describe the company’s work-life balance?

There has never been a time where I have to choose work over family and friends while at 98point6. Our core hours, generous benefits and supportive leadership creates a flexible environment that enables “life” to happen, while also making our time in the office very productive.

Stephen

Senior Manager, Clinical Operations

How do you collaborate with other teams in the company?

At 98point6, we are all aligned to the same overarching goals. That, as well as the open, communicative and trusting environment has been key in getting things done when a project has different priorities across teams.

Marilyn

Product Manager

How has your career grown since starting at the company?

The culture at 98point6 encourages continuous improvement both technically and professionally. Over the past year, I’ve had the incredible opportunity to pursue paths I’m interested in that has allowed me to grow from being a senior engineer focused on service architecture, to a newly appointed director focused on team development.

Christy

Director of Product Engineering

How do your team's ideas influence the company's direction?

The legal team at 98point6 is an active collaborator in all company initiatives—helping teams navigate our highly-regulated industry. We partner with the product, engineering, marketing, finance and clinical operations teams to review, brainstorm and recommend solutions that will help support our company as we continue to grow and innovate.

Jayda

Associate General Counsel

What makes someone successful on your team?

My team is responsible for training our incredible group of physicians on best practices to deliver care via text. Because of that, success on our team means being willing to constantly improve our methods and join in on collaborative conversations to help ideate new and innovative ideas to deliver a best-in-class training program.

Shane

Senior Manager of Training

What are 98point6 Perks + Benefits

98point6 Benefits Overview

98point6 has a competitive benefits package including health & wellness benefits, a transportation stipend, 401k matching, and a generous parental leave policy. One of our favorite benefits is that our office closes for the last two weeks of the year which allows our employees to refresh during the holiday season and come back ready for the new year.

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 18 weeks of parental leave for the primary caretaker. 98point6 also provides 10 weeks of leave for the secondary caretaker.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
98point6 hosts Diversity, Equity and Inclusion lunch and learns which cover health equity and social justice, including the history of racism in medicine, racial and gender equality and LGBTQ+ rights.
Promote from within

Additional Perks + Benefits

We know work—and life—look a little bit different nowadays, but we’re committed as ever to continue building a culture that supports our employees wherever they are during this time. This includes a weekly COVID-19 Q&A with 98point6 Chief Medical Officer, Brad Younggren, MD, home office reimbursement, holistic health reimbursement and
virtual team-building events and social activities.

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