Design the Future State: Lead the discipline of Workforce Management at Ophelia.
Engineer Intent-Based Routing: You will design the logic that identifies a patient’s specific needs and routes them to a coordinator with the corresponding skill.
Optimize the "Coordinator Journey": Map out our internal workflows to identify opportunities for automation.
Own the Roadmap: Serve as the business owner for our CCaaS and WFM platforms (exploring tools like Talkdesk and Genesys).
Requirements
You’ll implement sophisticated Erlang C-based models that ensure we always have the right support available for our patients at the right interval.
You’ll design UI/UX improvements and data integrations that surface the "story of the patient" immediately, reducing manual search time.
WFM Expertise: You have a deep, technical mastery of volume forecasting, interval-level staffing, and Erlang C models.
You understand industry standards and how to apply them to a modern omnichannel environment.
Collaborative Leadership: You excel at working across diverse teams—from clinicians and engineers to frontline staff.
You have a proven ability to align stakeholders with different priorities toward a shared operational goal.
Technical Fluency: Familiarity with omnichannel CCaaS routing and WFM software (e.g., Nice, Five9, or Genesys) and an interest in how EMR integrations can drive efficiency. Our Benefits Include:
Experience
Experience: 5+ years in WFM Strategy, Operations Leadership, or Service Design. We welcome backgrounds from high-growth tech, startups, or the vendor space—healthcare
Benefits
Competitive medical, vision, and health insurance (many plans are fully covered for the employee!)
benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others! #LI-Remote
Ophelia Compensation Overview
We set compensation based on the level and skills required for the role.
We value pay transparency and equity, and are committed to fair pay.
In order to prevent pay disparities and reduce time spent in negotiations, we take a “first and best” offer approach: this means we’re not holding any compensation back from our candidates, and you can feel confident that our pay is fair and does not vary based on the strength of someone’s negotiation skills.
Compensation is dynamic at Ophelia: as long as the company performs well and meets our targets, there will be opportunities for increased compensation annually.
Compensation Range $130,000 — $140,000 USD
Additional details
Are you looking for a role in a company that's solving one of the greatest challenges of our lifetime? Ophelia helps people end their opioid use and restore their quality of life with respect for their time and dignity.
Our mission is to make evidence-based treatments for opioid use disorder (OUD) accessible to everyone... and we're looking to bring more people onto our team to help us achieve it. Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform.
Our approach is discreet, convenient, and affordable.
We've been successfully operating in 14 states for almost six years and we're excited to continue our growth.
We are a team of physicians, scientists, entrepreneurs, researchers and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America.
As we expand our reach, we are looking for a Senior Manager of Service Design & Workforce Management to lead the evolution of our patient services infrastructure.
This is a high-impact role sitting at the intersection of Capacity Planning and Process Engineering, designed for a leader who loves to build from the ground up.
Your mission is to engineer a high-precision, intent-based operation.
You’ll ensure our systems handle triage seamlessly so our team can focus on care.
You'll work hand-in-hand with our Tech team to ensure our platforms and tools support the practical reality of day-to-day patient care.