Senior Manager, Resource Planning and Forecasting

Overview

HealthEdge ® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge .com.
Role Summary

The Senior Manager, Resource Planning & Forecasting leads a centralized Resource Planning function serving both Contact Center and Back Office operations, establishing a single planning discipline across every workforce-intensive function. This role owns the accuracy and integrity of all volume, workload and staffing forecasts, builds and mentors the resource planning team, and is a trusted advisor to senior operational, Finance and HR leaders on workforce demand and staffing risk.
What You'll Own
Leadership & Strategy
- Lead and develop a centralized Resource Planning function that serves both Contact Center and Back Office operations, establishing a consistent planning discipline across all workforce-intensive functions

- Define the vision, standards and operating model for forecasting and capacity planning across the organization, ensuring methodologies are rigorous, repeatable and scalable

- Build and mentor a team of resource planning analysts, fostering a culture of analytical excellence, continuous improvement and strong cross-functional partnership

- Serve as a trusted advisor to senior operational, Finance and HR leaders on workforce demand, staffing risk and planning assumptions that inform business decisions

Forecasting & Planning Oversight
- Own the accuracy and integrity of all volume, workload and staffing forecasts across Contact Center and Back Office functions, setting standards for model governance and variance accountability

- Ensure forecasting models are maintained and continuously refined to reflect changes in business drivers, productivity assumptions, regulatory requirements and operational realities

- Oversee the production of short-range and long-range staffing requirement outputs, ensuring planning horizons and lead times are sufficient to drive timely hiring and operational decisions

- Drive alignment between Resource Planning outputs and downstream WFM scheduling teams, ensuring capacity plans translate effectively into executable staffing and work distribution models

Cross-Functional Partnership
- Partner closely with Finance during budget cycles to ensure headcount plans are grounded in validated demand forecasts and productivity assumptions

- Collaborate with HR and Talent Acquisition to translate staffing requirement outputs into actionable hiring timelines, ensuring workforce gaps are addressed proactively

- Engage regularly with Contact Center and Back Office operational leaders to align on planning assumptions, communicate capacity risks and build shared accountability for forecast accuracy

- Work in close partnership with the WFM Scheduling and Real-Time Monitoring teams to ensure a seamless handoff between capacity planning outputs and day-to-day scheduling execution

Reporting, Insights & Continuous Improvement
- Establish a consistent cadence of capacity outlook reporting for senior leadership, providing clear visibility into staffing risks, hiring needs and planning confidence levels across all functions

- Champion the use of data and analytics to drive planning decisions, identifying opportunities to improve forecast accuracy, reduce variance and strengthen the organization's planning maturity

- Lead post-mortem reviews of significant forecast variances, translating findings into model improvements and updated planning assumptions

- Evaluate and implement workforce planning tools and technologies that enh