• Own the multi‑year Member Care staffing strategy across channels, roles (e.g., Member Care Advocates, specialty teams, support functions) and staffing type (internal and BPO), ensuring alignment with company growth plans, product roadmap, and client commitments. • Translate demand forecasts (provided by the Forecasting Team) into clear capacity and staffing requirements by role, tier, BPO/internal and skill group across standard and surge periods. • Lead the workforce management and scheduling function for Member Care, including long‑term capacity planning, short‑term staffing plans, shift and schedule design, skill assignment, and real‑time management responsibilities for both internal and outsourced teams. • Design and continuously refine a tiered staffing and skilling model (e.g., role tiers, skill groups, routing rules, cross-skilling) that optimizes for member experience, efficiency, and employee engagement. • Ensure staffing plans are operationalized via skilling, and scheduling tools and that there is tight feedback between plan and actual performance. • Establish and maintain clear staffing governance, including how staffing decisions are made, who owns what (Member Care vs. Finance), and how trade‑offs are escalated and resolved. • Drive continuous improvement in staffing efficiency, shrink management, adherence, and productive occupancy, while maintaining or improving key experience metrics (e.g., service levels, AHT, MSAT, escalation rate).