Senior Manager of Service Design & Workforce Management

Ophelia is entering a new chapter of scale. As we expand our reach, we are looking for a Senior Manager of Service Design & Workforce Management to lead the evolution of our patient services infrastructure. This is a high-impact role sitting at the intersection of Capacity Planning and Process Engineering, designed for a leader who loves to build from the ground up.

Your mission is to engineer a high-precision, intent-based operation. You will be the architect of a predictive engine that anticipates patient needs across SMS, phone, and ticketing channels. By combining data-driven forecasting with smart service design, you will help us achieve an efficient patient-to-coordinator ratio, ensuring our care remains both high-quality and optimized as we grow toward 2027.

• Design the Future State: Lead the discipline of Workforce Management at Ophelia. You’ll implement sophisticated Erlang C-based models that ensure we always have the right support available for our patients at the right interval.
• Engineer Intent-Based Routing: You will design the logic that identifies a patient’s specific needs and routes them to a coordinator with the corresponding skill. You’ll ensure our systems handle triage seamlessly so our team can focus on care.
• Cross-Functional Orchestration: Partner closely with a variety of teams including our frontline coordinators, clinicians, and clinical operations to translate complex care workflows into technical requirements. You'll work hand-in-hand with our Tech team to ensure our platforms and tools support the practical reality of day-to-day patient care. 
• Optimize the "Coordinator Journey": Map out our internal workflows to identify opportunities for automation. You’ll design UI/UX improvements and data integrations that surface the "story of the patient" immediately, reducing manual search time.
• Own the Roadmap: Serve as the business owner for our CCaaS and WFM platforms (exploring tools like Talkdesk and Genesys). You will prioritize high-frequency tasks for automation each quarter to consistently buy back capacity for the team.
• Partner for Impact: Work closely with Finance and Executive leadership to develop ROI models and staffing proposals. You’ll use evidence-rooted insights to justify headcount and tooling investments that support our expansion.

• Professional Experience: 5+ years in WFM Strategy, Operations Leadership, or Service Design. We welcome backgrounds from high-growth tech, startups, or the vendor space—healthcare experience is a plus, but not a requirement.
• WFM Expertise: You have a deep, technical mastery of volume forecasting, interval-level staffing, and Erlang C models. You understand industry standards and how to apply them to a modern omnichannel environment.
• Collaborative Leadership: You excel at working across diverse teams—from clinicians and engineers to frontline staff. You have a proven ability to align stakeholders with different priorities toward a shared operational goal.
• A Builder’s Mindset: You enjoy the "scrappy" phase of growth. You are comfortable building initial baselines and manual models while working toward the implementation of enterprise-grade tools.
• Data-Driven Communication: You are rooted in evidence. You can translate complex analytics into clear, executive-level presentations that lead stakeholders through change.
• Technical Fluency: Familiarity with omnichannel CCaaS routing and WFM software (e.g., Nice, Five9, or Genesys) and an interest in how EMR integrations can drive efficiency.