Director Workforce Capacity Planning

Become a part of our caring community and help us put health first
 

The Director, Workforce Capacity Planning is responsible for setting and executing CenterWell’s workforce capacity strategy across CenterWell Call Centers, Pharmacy operations, Primary Care Clinics, and Home Health services. This position will integrate advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making. The Director, Workforce Management requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

The Director Operating as a strategic partner to Operations, Finance, Clinical Leadership, Product, and Technology, the Director provides clear, data-driven recommendations to senior leadership, enables disciplined planning and governance, and builds scalable capabilities that support CenterWell’s long-term growth and transformation.

The Director, Workforce Management assesses organizational staffing and identifies requirements and solutions to meet workforce objectives.

Enterprise Capacity Strategy & Planning

The Director owns the end-to-end workforce capacity planning framework for CenterWell. This includes developing short-term, annual, and multi-year capacity plans that align demand forecasts, productivity assumptions, staffing models, and financial targets across all supported lines of business. The role ensures capacity strategies are forward-looking, scenario-based, and aligned to evolving care models, regulatory requirements, and growth initiatives.

Demand Forecasting & Scenario Modeling

This leader establishes and governs enterprise forecasting methodologies, ensuring consistency, rigor, and transparency across call center, pharmacy, clinical, and home health environments. The role leads scenario planning to assess risks and tradeoffs related to volume volatility, labor availability, productivity changes, technology adoption, and policy or market shifts. Insights are translated into actionable options for executive decision-making.

Financial Partnership & Investment Decisions

The Director partners closely with Finance to support budgeting, re-forecasting, and long-range planning processes. This includes headcount planning, labor cost modeling, productivity targets, and return-on-investment analysis. The role clearly articulates the financial and operational implications of capacity decisions and provides recommendations that balance affordability with service and access commitments.

Cross-Functional Leadership & Influence

Success in this role requires strong influence across a matrixed organization. The Director works in close partnership with Operations, Clinical Leaders, Workforce Management, HR, Product, and Technology teams to ensure capacity plans are executable and integrated with hiring, scheduling, training, and system roadmaps. The role aligns stakeholders around a single, enterprise capacity narrative and resolves competing priorities through data and structured decision frameworks.

Governance

The Director establishes a disciplined governance model for capacity planning, including standard assumptions, review cadences, escalation paths, and executive forums. The role ensures leadership has clear visibility into capacity risks, constraints, and performance, and that plans are regularly reviewed, refined, and aligned to business outcomes.

Team Leadership & Capability Development

The Director builds, leads, and develops a high-performing workforce capacity planning team. This includes defining clear roles and expectations, strengthening analytical and business acumen, and standardizing tools, models, and processes. The role fosters a culture of accountability, continuous improvement, and intellectual curiosity.

Communication

A critical component of the role is translating complex analyses into clear, concise executive communications. The Director prepares and delivers materials that enable senior leaders to quickly understand capacity drivers, risks, and options, supporting timely and informed decisions. Communication is tailored for executive, operational, and clinical audiences.

Outcomes & Measures of Success

Success is measured by the accuracy and usability of capacity plans, improved alignment between demand and staffing, reduced operational volatility, stronger financial predictability, and leadership confidence in capacity insights. Over time, the role enables CenterWell to scale efficiently while maintaining high standards of access, quality, and member experience.

Use your skills to make an impact
 

Required Qualifications

• Bachelor's Degree
• 8 or more years of Workforce Management experience
• 5 or more years of management experience
• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
• Excellent written and oral communication skills
• Advanced forecasting and modeling techniques
• Strong analysis, critical thinking, and analytical problem solving skills
• Ability to handle multiple tasks and deadlines with attention to detail
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Advanced Degree
• Prior experience in Process or Project Management

Additional Information:

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Work at home requirements:

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if approved by leadership.
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

SSN Alert:

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

 

$168,000 - $231,000 per year

 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 01-22-2026

About us
 

About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.

About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.

​
Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.