Director, Workforce Mgmt

GROW WITH US:

Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take a “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME:

Tandem Diabetes Care is proud to manufacture and sell the t:slim X2 insulin pump with Control-IQ technology. We’re also so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Since many of our own team members live with type 1 diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at tandemdiabetes.com.

A DAY IN THE LIFE:

The Director of Customer Care Workforce Management and Reporting will drive the strategic outcomes for a multi-disciplinary team who drive continued refinement, optimization, planning and management of labor, space planning (facility) and inventory models.  This includes a strong focus on analytics and productivity metrics to optimize labor utilization and capacity planning.

This position will initially be responsible for matching Customer Care’s workforce located primarily in San Diego and Boise as well as remote locations across the U.S. with workload volume forecasting while transforming labor scheduling models, and reporting practices to significantly improve the effectiveness of our labor planning and spending as well as Real Time Management.  Customer Care’s work force is responsible for both sales and service that interact directly with external customers (Patients), health care providers (HCP), payors, and field account team.

Responsibility may expand beyond Customer Care as procedures and processes are established.  Requires deep understanding of call volume forecasting while transforming labor scheduling models, and reporting practices to significantly improve the effectiveness of our labor planning, space planning and spending. This will require identifying opportunities to enhance efficiency and leading pilot programs such as flex capacity models to identify new and innovative ways to increase the ROI of our labor while driving an engaged workforce.

Working closely with Finance and Human Resources, this role owns strategy and responsibility for managing the ongoing financial planning and budgeting processes for Customer Care’s labor spend, managing and evolving our workforce management tools and programs, building and maintaining accurate and reliable operational reporting capabilities, and leading process innovation to enhance and even overhaul how Care manages labor expense.

This role will be responsible for the following:

Technical

• Assists in incorporating data from multiple sources including Genesys, TTEC/Avtex, CRM, ACD/IVR, PowerBI and other business applications to present consolidated views of company data
• Identifies opportunities to increase efficiency through customization of the Customer Care business applications, which primarily include CRM, and Genesys

Communication and Leadership

• Is able to use storytelling techniques to spread the message across the entire organization
• Participates in problem definition and user needs gathering with project teams and business process owners
• Collaborates with cross functional teams to ensure timely and appropriate implementation of adaption of processes and procedures
• Provides end-user support for report and data troubleshooting in way information can be digested and acted upon
• Supports the short-term and long-term planning for the department including headcount, budgeting, training, and systems requirements
• Supports continual process improvement activities to optimize process efficiency
• Along with key business partners, focuses on identifying and delivering recommendations to drive strategic initiatives, business performance and operational improvements
• Drives process improvement and efficiency in all operational touchpoints across Customer Care
• Ensures compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements

Analytical

• Collaborates with stakeholders across Customer Care to provide analytics solutions to drive process improvement
• Assists with process analysis, requirements assessment to support the development of enterprise-wide business process optimization and transformation
• Uses data and experimentation toidentify and prioritize opportunities to improve overall user experience, solve problems, answer key questions and enable better and faster decisions across all aspects of the business lifecycle
• Performs data analyses using tools such as Power BI
• Creates data reports and interactive dashboards following a disciplined development process
• Assists with data modeling and data quality assurance
• Creates ad-hoc reports, queries and/or analyses to support business, process and product decisions
• Provides the Customer Care Leadership Team, Field Sales, Marketing and Finance with analytical, data-based insights and recommendations for sales strategies to increase sales effectiveness, efficiency and improves customer experience
• Partners as needed with external data suppliers to manage data inputs and ensures data integrity of the analytical database and tools
• Develops analytical support for decision making of sales planning, targeting, and marketing campaigns
• Develops and continually improves sales reports to track the effectiveness of relevant marketing efforts

This leader will be responsible for evolving our staffing and scheduling processes with Real Time management and improved end of month/quarter sales and product launch strategy to align with goals to support the needs of the business and support best in class service.

The Leader is responsible for driving operational performance while achieving occupancy, shrink and schedule adherence. This role partners with Customer Care leadership to influence improved productivity performance to maximize occupancy, cost, revenue and service delivery.

YOU'LL NEED:

• 10+ years supporting a large and complex call center organization which includes experience developing volume forecasts for diverse, complex, widely-dispersed call center operations supporting multiple lines of business and owning real-time operational support
• Use top down and bottom-up approaches, combining different variable inputs and statistical models to optimize staffing
• 10+ years of experience of building and managing teams with a strong understanding and knowledge of Workforce Management Operations and Tools
• 10+ years of experience and understanding of call routing processes and technology, and ability to effectively manage “real time” changes necessary to ensure daily compliance to plan
• Combination of Operations, Strategy, Analytical, Technology, and Financial Planning competencies
• Bachelor's degree in Accounting, Finance, Business or related field or equivalent combination of education and applicable job experience

YOU'RE AWESOME AT:

Technical

• Strong technical knowledge of ACD Telphony and reporting tools; Genesys preferred
• Experience performing data analyses and using PowerBI
• Advanced computer software skills, to include Microsoft Office (Word, Excel, PowerPoint)

Communication and Leadership

• Track record of developing and delivering project and financial updates to a wide variety of audiences, including: Senior Executives, Operational, Finance, Sales Leadership, line level colleagues, and peer groups
• Ability to translate complex/technical analytical challenges into simplified, easy to consume recommendations
• Track record of management skill and focus to build, develop, and lead high-performing team directly and indirectly. Sustained success in delivering results within complex business model may lead to opportunities to pursue broader opportunities across Tandem Diabetes’s growing business units
• Flexibility to function in a fast paced and evolving environment to drive innovation
• Skilled at creating a cooperative team environment
• Self-managed and able to react to changing situations in a timely, calm, and confident manner

Analytical

• Strong analytical and problem-solving skills that can connect the dots across data and actionable process improvements
• Able to objectively evaluate situations and make recommendations for changes considering overall project demands
• Demonstrated ability to develop complex formulas, pivot tables, v-lookups, and CRM databases.
• Ability to manage multiple priorities and meet deadlines while delivering a very accurate work product
• Adept at identifying areas of process improvement and implementing solutions
• Skilled at influencing outcomes by providing strong data analytics
• Knowledge of lean methodology and Six Sigma tools
• Working knowledge of process development, control, and optimization

EXTRA AWESOME:

• Healthcare / Insurance Payer Industry experience preferred
• Lean training certifications preferred

WHAT’S IN IT FOR YOU?

In addition to innovative technology, we have a culture that fosters the idea that the happiest people are the most productive people. Not only do we hire forward-thinking achievers to join our workforce; we reward, develop, and retain them too. Just one of the many reasons of how we #StayAwesome! To learn more about our culture and benefits please visit https://www.tandemdiabetes.com/careers.

BE YOU, WITH US!

Tandem is firmly committed to being an equal opportunity employer and maintaining a diverse and inclusive environment. We value and embrace that every single one of us brings value to the table. But sometimes we forget that when we don’t meet 100% of a job description’s criteria – maybe you’re feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us.

COMPENSATION & BENEFITS:

The starting base pay range for this position is $144,000.00 - $184,000.00  annually. Base pay will vary based on job-related knowledge, skills, experience and may also fluctuate depending on candidate’s location and the overall job market. In addition to base pay, Tandem offers a competitive compensation package that includes bonus, equity, and a robust benefits package.

Tandem offers health care benefits such as medical, dental, vision, health savings accounts and flexible saving accounts.  You’ll also receive 10 paid holidays per year, a minimum of 20 days of paid time off (starting in year 1) and have access to a 401k plan with company match.  Learn more about Tandem’s benefits here!

YOU SHOULD KNOW:

Potential new employees must successfully complete a drug screen (excludes marijuana) and background check which includes criminal search, education certification and employment verification prior to hire. 

REFERRALS:

We love a good referral! If you know someone that would be a great fit for this position, please share!

If you are applying for this job and live in California, please read Tandem’s CCPA Notice: https://www.tandemdiabetes.com/careers/california-consumer-privacy-act-notice-for-job-applicants.

APPLICATION DEADLINE:

January 26, 2024

SPONSORSHIP:

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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