Manager, Workforce Management & Performance

🚨 We’re Hiring: Manager, Workforce Management & Performance

📍 California-based hybrid role (Southern California preferred)

Remote flexibility with periodic in-person operational meetings and site visits

💰 $105K–$125K total cash compensation bonus benefits

Project Food Box is scaling Food as Medicine programs across California and New York, delivering medically tailored groceries and nutrition support to Medicaid members with chronic health conditions.

As our Member Operations organization continues to grow, we’re hiring a Manager, Workforce Management & Performance to build and lead workforce planning, scheduling, real-time adherence, and operational performance management across our contact center environment.

This is not a traditional workforce management role.

This is Project Food Box’s first dedicated Workforce Management leadership position — a high-impact opportunity to build scalable workforce processes, staffing models, reporting structures, and performance systems that support rapid operational growth.

The role spans:

✅ Workforce Planning & Forecasting

Forecasting contact center demand, building staffing models, capacity planning, schedule optimization, and supporting operational growth across California and New York.

✅ Real-Time Workforce Management

Managing schedules, adherence, queue performance, staffing coverage, and operational response planning in a fast-paced, high-volume environment.

✅ Performance Management & Reporting

Building workforce dashboards, tracking operational KPIs, supporting accountability initiatives, and driving improvements in service levels, productivity, and member experience.

✅ Cross-Functional Operational Leadership

Partnering closely with Operations, Training, Escalations, and Technology teams to improve workforce effectiveness and operational performance at scale.

We’re looking for someone who can analyze staffing trends in the morning, solve real-time operational challenges in the afternoon, and help leadership teams improve performance and member outcomes throughout the day.

Ideal background:

• 5–8 years in workforce management, contact center operations, or operational performance management

• Strong experience with forecasting, staffing models, scheduling, and adherence management

• Hands-on experience with Genesys Cloud WFM or similar workforce management platforms

• Strong analytical and operational problem-solving skills

• Experience working in high-volume contact center environments

• Ability to build scalable processes in a fast-moving organization

• Healthcare, Medicaid managed care, or member services experience strongly preferred

• Working knowledge of California labor law requirements preferred

Why join us?

🥗 Mission-driven work with real community impact

📈 High ownership and visibility opportunities

🤝 Collaborative and cross-functional leadership environment

🚀 Opportunity to build a foundational workforce management function as we scale nationally

💡 A unique blend of operations, analytics, workforce strategy, and healthcare innovation

Interested or know someone who’d be a strong fit? Apply or message me directly.