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 enhance the team's forecasting capabilities and operational efficiency  Governance & Compliance   Ensure back-office capacity plans reflect applicable regulatory turnaround requirements (e.g., CMS timelines for Utilization Management determinations), embedding compliance considerations into planning models and staffing recommendations  Maintain documentation of planning methodologies, assumptions and model logic to support auditability, knowledge transfer and organizational consistency  Define and monitor key performance indicators for the Resource Planning function itself, including forecast accuracy, planning cycle timeliness and stakeholder satisfaction  Leadership Competencies   Integrity & Trust —  the threshold expectation for every role at HealthEdge, above and ahead of the competency framework.  Core competencies for this role:   Lead & Inspire  Develop Self & Others  What You Bring   7 or more years of progressive experience in workforce planning, forecasting or capacity planning, including experience spanning both contact center and back office / operations environments  3 or more years of experience building and leading a team of analysts or planners  Demonstrated ability to build a planning discipline and operating model from the ground up, including standards, governance and model methodology  Strong track record partnering with Finance and HR on headcount planning, budget cycles and hiring timelines  Executive-level communication skills; comfort presenting capacity risk and planning confidence to senior leadership  Working knowledge of regulatory turnaround requirements relevant to health plan operations (e.g., CMS UM determination timelines)  What Success Looks Like   Contact Center and Back Office operate under one consistent, well-governed planning discipline with forecast accuracy tracked and improving over time  Senior leadership has reliable, recurring visibility into staffing risk, hiring needs and planning confidence across