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Neko Health is building a new model of preventative healthcare, combining proprietary technology with clinical care to deliver personalized health insights in a single, non-invasive visit. The company is scaling aggressively across multiple markets and regions.
As Workforce Optimization Lead for Member Care Operations, you will own the strategy and execution of workforce planning, forecasting, and optimization across Neko's global customer service operations. This is a foundational role—the workforce and analytics infrastructure for Member Care is still being built, and you will shape it from the ground up.
You will be responsible for building data-driven demand forecasts across a dynamic, multichannel environment (phone, email, chat, messaging), accounting for bookings, scan volumes, campaigns, market launches, and seasonality. You'll create capacity plans and schedules that balance service levels, team wellbeing, and cost across time zones, languages, and sites. As Neko launches new markets and clinics, you'll plan staffing from opening headcount through ramp-up curves.
Day-to-day, you'll manage real-time operations—monitoring queues, adjusting staffing, and coordinating intraday changes across regions. You'll own scheduling processes (shift bids, leave, absence, swaps) while ensuring compliance with local labor laws in each country. You'll track and analyze key metrics (service level, occupancy, adherence, shrinkage, forecast accuracy) and produce global headcount and hiring plans with Member Care leaders and Talent Acquisition.
You'll design scalable WFM processes, standards, and playbooks that new markets can adopt quickly, evaluate and implement WFM tooling, and explore automation and AI to improve forecasting and analytics. You'll build dashboards and regular reporting for leadership, surfacing trends and flagging risks early. You'll also coach regional leads and team managers on WFM best practices.
This role requires working cross-functionally across the entire organization, holding one consistent standard while respecting the nuance of each market, language, and labor environment. The scope is global, and you'll need to balance aggressive scaling with building it right the first time.
**Requirements:**
- 5+ years in workforce management, ideally in a high-growth, multichannel, multisite, or multicountry service operation
- Proven experience supporting international expansion or launching new markets
- Strong forecasting, capacity planning, and analytical skills; high comfort with Excel/Sheets and SQL or a BI tool
- Hands-on experience with WFM platforms (e.g., NICE, Verint, Assembled, Genesys, or similar)
- Familiarity with Zendesk or comparable support tooling
- Analytical mindset with ability to turn data into clear recommendations
- Excellent communication and stakeholder management skills across cultures and time zones
- Calm, proactive approach to real-time changes
- Working knowledge of labor regulations across multiple countries is a plus
- Fluent English; additional European languages are a plus
**Preferred:**
- Experience in healthcare, wellness, or premium consumer service
- Experience building WFM from early stage to a global function
- Experience with process automation or AI-assisted workflows
