Senior Director, Capacity Planning, Workforce Operations & Analytics

Job overview:

Omada is seeking a Senior Director, Capacity Planning, Workforce Operations & Analytics to lead all teams in this department as it scales into a world‑class, human‑led and AI‑enabled operations and analytics function that supports Omada’s multi‑condition platform across Health Coaching, Cardiometabolic Specialists, Physical Activity Specialists, Behavioral Health, Physical Therapy, Member Support, Member Navigation and Supply Chain.

This leader will be accountable for end‑to‑end department strategy and execution, translating enterprise and care team goals into clear priorities and operating systems for workforce capacity planning, staffing operations, licensing and credential management, and care team analytics. Reporting to the VP Operational Excellence, the Senior Director will oversee the centralized department that supports care team capacity planning and staffing, including the administration of Omada’s third party licensing and credentialing software, and runs the care team analytics “spoke” within Omada’s hub‑and‑spoke analytics model. This role includes full department leadership: setting 1–3 year strategic priorities, controlling key cost of revenue and gross margin levers, and leading the adoption of AI-enabled predictive modeling and analytics to improve capacity planning, staffing efficiency, and decision-making across care teams.

Your Impact:

As Senior Director, Capacity Planning, Workforce Operations & Analytics, you will:

• Own the care teams Capacity Planning, Workforce Operations & Analytics operating vision and roadmap
• Define and maintain a clear operating vision for the department as the “operational brain and data engine” for care teams.
• Translate company and care teams strategies into a concrete 1–3 year departmental strategy covering capacity planning, workforce staffing operations, licensing and credential management, and care team analytics/AI enablement.
• Design and run the Capacity Planning, Workforce Operations & Analytics operating system
• Own and evolve the operating rhythms, standards, and visibility systems for the department (e.g., forecasting cadences, scheduling and intraday management, department business reviews, data mart and dashboard foundations).
• Create and maintain scalable rules for shrinkage, occupancy, and staffing allocation that reduce variation, enable predictable quality, and tie operational decisions directly to cost of revenue and gross margin outcomes.
• Lead and scale multi‑motion capacity planning and staffing operations
• Own capacity planning and staffing models that support Health Coaching, Cardiometabolic Specialists, Physical Activity Specialists, Behavioral Health, Member Support and Member Navigation, ensuring accurate, efficient coverage at sustainable cost‑to‑serve.
• Build out new capabilities including Physical Therapy state‑based capacity planning and staffing, integrating licensure and credential constraints into state‑level supply planning and staffing decisions.
• Lead Licensing and Credential Management for care teams and clinical staff
• Oversee system administration for a third party licensing and credentialing management system.
• Ensure credential status is accurate, compliant, and embedded into capacity and staffing decisions.
• Partner with Clinical, Legal/Compliance, and People teams to build workflows, controls, and data integrations that reduce regulatory risk while enabling flexible, efficient deployment of care team capacity across states.
• Own the short term and long term analytics roadmap with the Senior Leadership Team
• Lead care team analytics as an analytics “spoke,” elevating existing analytics into an AI‑enabled function that supports operational excellence, experimentation, and strategic decision making across all care teams.
• Own the AI transformation agenda for care team analytics, including predictive models for demand and supply across teams, gross margin impact modeling, and integration of AI/ML into dashboards and decision tools in partnership with Applied AI and central Data/Analytics.
• Partner with senior leaders as the capacity and analytics advisor for care teams
• Serve as a trusted advisor to senior leaders on capacity planning, staffing, licensing and credentialing, and analytics strategy, influencing Long Range Plan, new care models, and enterprise transformation initiatives that depend on care team capacity and analytics.
• Lead cross‑functional initiatives that connect the department’s workstreams to broader company priorities (e.g., cost of revenue and gross margin targets, member experience redesign, AI‑enabled workflows), ensuring care team operations and analytics are integrated into enterprise plans.
• Drive continuous improvement, AI‑enabled automation, and risk reduction
• Lead large‑scale initiatives that deliver measurable cost of revenue efficiency gains, reduce manual operating overhead, and improve forecasting and staffing accuracy through process redesign and AI‑enabled automation.
• Use value stream mapping and risk assessment frameworks to identify and mitigate risks across department functions, protecting member and care team experience while enabling scale.

About you:

• Approximately 15+ years of relevant and progressive leadership experience in healthcare operations, care delivery operations, workforce management, or analytics with a bachelor’s degree (or roughly 12+ with a master’s, 10+ with a PhD), including significant leadership at the Director or equivalent level.
• Deep experience with capacity planning, workforce staffing operations, and care team analytics, including proven case studies of measurable improvements in cost of revenue, gross margin, and cost‑to‑serve through staffing efficiency and data‑driven decision making.
• Experience leading AI‑enabled or highly automated operations or analytics functions (e.g., predictive modeling, AI‑supported dashboards, workflow automation) in healthcare, digital health, or similarly regulated domains.
• Strong financial and analytical acumen, including cost‑of‑revenue analysis, capacity modeling, credential‑related risk assessment, and ROI tracking on operational and technology investments.
• Demonstrated ability to influence across levels (manager through executive), align diverse perspectives, and lead significant organizational change in cross‑functional environments.

Bonus Points for:

• Prior leadership experience in digital health, care delivery operations, or related analytics/operations functions.
• Experience deploying predictive models or AI agents/copilots into operational workflows (capacity planning, staffing, analytics) for care or service teams.
• Advanced degree such as MBA, MHA, MPH, or related field.

Zone 1: $232,760 - $290,950

Zone 2: $222,640 - $278,300

Zone 3: $202,400 - $253,000