Member Care Operations Workforce Lead

The role

You will set the vision and strategy for how Member Care Operations forecasts, plans, and optimises its people. You will use data, analytics, and AI to anticipate demand across various channels globally.

What you will do

• Build and maintain data driven global and regional demand forecasts across channels like phone, email, chat, and messaging.
• Create capacity plans and schedules balancing service levels, team wellbeing, and cost.
• Plan staffing for new market and clinic launches.
• Manage real time operations including monitoring queues and adjusting staffing.
• Own scheduling processes including shift bids, leave, absence, and swaps.
• Track, analyse, and report on metrics such as service level, occupancy, adherence, shrinkage, and forecast accuracy.
• Produce global headcount and hiring plans with Member Care leaders and Talent Acquisition.
• Design scalable WFM processes, standards, and playbooks.
• Evaluate, implement, and optimise WFM tooling and explore automation and AI.
• Build dashboards and regular reporting for leadership.

Required qualifications

• 5+ years in workforce management, ideally in a high growth, multichannel, multisite or multicountry service operation.
• Proven experience supporting international expansion or launching new markets.
• Strong forecasting, capacity planning, and analytical skills.
• High comfort in Excel/Sheets and SQL or a BI tool.
• Hands on experience with WFM platforms (e.g. NICE, Verint, Assembled, Genesys, or similar).
• Familiarity with Zendesk or comparable support tooling.
• Analytical mindset with the ability to turn data into clear recommendations.
• Excellent communication and stakeholder management skills across cultures and time zones.
• Calm, proactive approach to real time changes.
• Fluent English.

Nice to have

• Working knowledge of labour regulations across multiple countries
• Additional European languages
• Experience in healthcare, wellness, or premium consumer service.
• Experience building WFM from early stage to a global function.
• Experience with process automation or AI assisted workflows.

About the company

Neko Health is redefining prevention to make data-driven, preventative care accessible. The mission is to build a world where prevention is the norm through proprietary technology and direct clinical care.