Senior Manager of Service Design & Workforce Management

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. About the Role Ophelia is entering a new chapter of scale. 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 will be the architect of a predictive engine that anticipates patient needs across SMS, phone, and ticketing channels. By combining data-driven forecasting with smart service design, you will help us achieve an efficient patient-to-coordinator ratio, ensuring our care remains both high-quality and optimized as we grow toward 2027. What you’ll work on: Design the Future State: Lead the discipline of Workforce Management at Ophelia. You’ll implement sophisticated Erlang C-based models that ensure we always have the right support available for our patients at the right interval. 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. You’ll ensure our systems handle triage seamlessly so our team can focus on care. Cross-Functional Orchestration: Partner closely with a variety of teams including our frontline coordinators, clinicians, and clinical operations to translate complex care workflows into technical requirements. 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. Optimize the "Coordinator Journey": Map out our internal workflows to identify opportunities for automation. You’ll design UI/UX improvements and data integrations that surface the "story of the patient" immediately, reducing manual search time. Own the Roadmap: Serve as the business owner for our CCaaS and WFM platforms (exploring tools like Talkdesk and Genesys). You will prioritize high-frequency tasks for automation each quarter to consistently buy back capacity for the team. Partner for Impact: Work closely with Finance and Executive leadership to develop ROI models and staffing proposals. You’ll use evidence-rooted insights to justify headcount and tooling investments that support our expansion. What we’re looking for: Professional Experience: 5+ years in WFM Strategy, Operations Leadership, or Service Design. We welcome backgrounds from high-growth tech, startups, or the vendor space—healthcare experience is a plus, but not a requirement. 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. A Builder’s Mindset: You enjoy the "scrappy" phase of growth. You are comfortable building initial baselines and manual models while working toward the implementation of enterprise-grade tools. Data-Driven Communication: You are rooted in evidence. You can translate complex analytics into clear, executive-level presentations that lead stakeholders through change. 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: Remote work anywhere in the United States Competitive medical, vision, and health insurance (many plans are fully covered for the employee!) Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure 10 company holidays Work From Home Stipend 401k Contribution Platform Additional benefits offered through our 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. We’re happy to discuss this approach and our bands if you have questions during the interview process. Compensation Range $130,000 — $140,000 USD Interested in learning more about Ophelia and this role? Apply to work with us!

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