Operations Manager, Workforce Strategy & Planning (Copy)

Company Overview:

Function Health is the AI operating system for health, designed to empower people to live 100 healthy years. We are redefining how individuals understand, measure, and improve their health by moving beyond the limitations of traditional care and enabling comprehensive, continuous insight into human biology. Function has been recognized as one of Fast Company’s Most Innovative Companies of 2024, and is venture-backed by Redpoint and other leading venture firms. Over half a million members have joined Function to take control of their health. 

Through comprehensive lab testing, MRI and CT imaging, longitudinal data, and guidance from AI and clinical teams, Function gives members a complete and continuous view of their health — and the clarity to act on it. Through acquisitions across imaging, mobile phlebotomy, and supplement tracking and optimization, Function is building an integrated health platform that spans the full path from testing to health clarity to daily action.

Function recently announced a $298M Series B and is entering its next chapter of growth. As we scale, the quality and durability of our People systems, data, and insights will directly shape our ability to attract, retain, and support exceptional talent.

We are growing our team and seeking out world-class talent that deeply believes in our mission to positively impact global health, has a relentless bias toward action, and a growth mindset. Function fosters a collaborative and dynamic environment where every day we build the future.

Role:

We're hiring a Workforce Management Contractor for a 6-month contract to operate and maintain our WFM function during a planned leadership leave. This is not a build-from-scratch role, you'll step into an established system of staffing models, forecasting infrastructure, vendor relationships, and cross-functional reporting cadences, and keep them running accurately through a period of significant company growth.

You'll work alongside an AI-driven demand forecasting model that handles volume projections, with your role focused on validating outputs, translating forecasts into staffing and scheduling decisions, managing BPO capacity planning, and co-owning the labor cost model with Finance. You'll coordinate closely with Team Leads, Marketing, Data Science, and Ops leadership to keep workforce planning aligned to business needs.

Key Responsibilities:

• Workforce Management & Capacity Planning

  • Run demand forecasting and capacity planning using AI model outputs - validate projections, apply bias corrections, and translate forecasts into interval-level staffing plans. Inputs include demand trends, seasonality, product launches, and marketing activity.
  • Maintain, update, and improve existing staffing models (headcount-to-volume alignment, SLA modeling, scenario planning) as inputs change - you're not building these from scratch, but you need to understand the logic well enough to adjust, improve, and defend the outputs.
  • Build and distribute weekly schedules; coordinate with Team Leads on shift coverage, gaps, and real-time adjustments. 
  • Drive resource planning for new initiatives, including shift coverage for new channels, skill-based routing changes, and staffing implications of product or geographic launches.
  • Own BPO forecast and capacity planning: translate volume projections into vendor capacity needs and flag misalignment early.
  • Process contractor invoices on cadence.
  • Manage schedule publishing and headcount updates.

• Operational Optimization

  • Co-own the monthly Finance labor cost model review, prepare inputs, flag variances, maintain the rolling forecast. 
  • Work with Product, Engineering, Marketing and Support teams to stay ahead of feature rollouts and changes that will impact volume or staffing needs, as well as  feed those inputs into the forecasting and planning cycle.
  • Deliver hiring plan recommendations tied to volume projections, attrition trends, and batch hiring constraints.
  • Track and report on OKRs: prepare leadership updates, maintain KR tracking, flag risks to targets.

• Stakeholder & System Coordination

  • Serve as the primary WFM point of contact for Ops leadership, Finance, and cross-functional partners during the engagement.
  • Collaborate with Data Science on predictive model refinement and operational dashboard development.
  • Maintain recurring operational reporting cadences

Qualifications/Skills:

• 4+ years in workforce management, capacity planning, or workforce operations
• Experience scaling support functions in high-growth companies. You'll be operating the WFM function during a period of significant membership growth, new channel launches, and geographic expansion. Healthcare or digital health experience is a major plus.
• Strong modeling skills and comfort with large datasets. Experience with BI tools (Databricks, Looker, Tableau, or similar) are a plus - you should be able to pull data, validate assumptions, and translate analysis into actionable staffing decisions.
• Experience managing or coordinating BPO vendors: capacity planning, performance tracking, invoice reconciliation.
• Familiarity with WFM tools, helpdesk platforms (we use Intercom), and HRIS/scheduling systems (we use Rippling).
• Demonstrated ability to work cross-functionally with Finance, Marketing, Product, and Data teams.
• Strong operational reporting skills
• Comfortable stepping into an established system. You'll inherit existing models, processes, vendor relationships, and reporting cadences built by the person you're covering for.

Your dedication to these responsibilities will directly contribute to the success of our platform and the satisfaction of our users. We are looking for a proactive, skilled, and forward-thinking individual to join our team and help shape the future of our services.

To be a strong fit, you embody our Core Values:

• Ruthless Prioritization:
  • We don’t let perfect get in the way of progress.
  • We move quickly to drive value, not perfection.
  • We prioritize what drives impact.
  • We never compromise on standards of excellence.
• Member-First, Always:
  • We design and deliver like we’re caring for someone we love.
  • We create calendar, actionable, human experience.
  • We prioritize responsiveness, peace of mind, and outcomes.
  • We empower members with truth, clarity, and care.
• One Team, Moving Fast:
  • We are aligned in purpose, prioritization, and speed.
  • We gather diverse perspectives to make informed decisions.
  • We clear paths for each other and move fast together.
  • We communicate clearly and respectfully, rallying around shared goals.
• Radical Ownership, Relentless Execution:
  • We don’t just ship– we own outcomes and drive results.
  • We act with urgency and precision
  • We anticipate, initiate, and follow through.
  • We meet challenges with grit and pragmatism.
  • We embrace new tech to deliver better outcomes.
• Mission Over Ego:
  • We are ruthlessly aligned to our mission - and leave ego at the door.
  • We disagree and commit.
  • We don't tolerate politics or withholding information.
  • We operate with honesty, transparency, and respect.
• Sustained Integrity in Every Detail:
  • We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
  • We prioritize clinical precision - data must be right.
  • We sweat the details because outcomes depend on them.

Why You'll Love Working With Us:

We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. If you are a highly motivated and experienced individual who is passionate about using technology to improve people’s lives, we would love to hear from you.

At Function, we celebrate diversity and are committed to building a diverse and inclusive workforce. As an equal opportunity employer, we do not discriminate on the basis of race, color, gender identity, ancestry, religion, age, sexual orientation, national origin, disability, marital status, Veteran status, or any other occupationally irrelevant criteria.

Join the Function Health team and become a part of our mission to build a healthier future for all. Discover more about us and how we're changing the face of healthcare at Function Health.

Important Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com. Function Health will never request personal information such as banking details or payment during the hiring process. Please be cautious of communications or job offers that come from other email domains, instant messaging platforms, or unsolicited calls. If you ever have doubts about the legitimacy of a communication, please reach out to us directly at talent@functionhealth.com.