Senior Workforce Manager at Thirty Madison

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About Thirty Madison 

Thirty Madison is building the premier healthcare company for people with chronic health issues. Through our novel approach to care delivery, powered by our proprietary platform and brands built around specific chronic conditions, we combine the best of specialist-level healthcare with the convenience of telemedicine.

In just three years, we’ve built four brands on top of our platform: Keeps (for men’s hair loss), Cove (for migraine), Evens (for GI conditions), and our newest brand, Picnic (for allergies). We’re growing rapidly, recently raised a $140m Series C, and are backed by some of the best healthcare and consumer investors, including HealthQuest Capital, Mousse Partners, Bracket Capital, Polaris Partners, Johnson & Johnson, Maveron, Northzone, among others.

This year, we are honored to become Great Place to Work certified and be included on Built In's 2021 list of Best Places To Work in New York City, and Best Midsize Companies To Work For. This recognition is a true testament to our hardworking team and company culture. As we continue to grow, we pride ourselves on finding passionate individuals who truly embody our core values and mission each and every day.

Thirty Madison is building the premier healthcare company for people with chronic health issues. Through our novel approach to care delivery, powered by our proprietary platform and brands built around specific chronic conditions, we combine the best of specialist-level healthcare with the convenience of telemedicine.

In just three years, we've built four brands on top of our platform: Keeps (for men's hair loss), Cove (for migraine), Evens (for acid reflux), and our newest brand, Picnic (for allergies). We're growing rapidly, recently raised a $140m Series C, and are backed by some of the best healthcare and consumer investors, including Polaris Partners, Johnson & Johnson, Maveron, Northzone, First Round, and Greycroft, among others.

This year, we are honored to be included on Built In's 2021 list of Best Places To Work in New York City and Best Midsize Companies To Work For. This recognition is a true testament to our hardworking team and company culture. As we continue to grow, we pride ourselves on finding passionate individuals who truly embody our core values and mission each and every day.

The role:

Our Integrated Care Team is essential to the delivery of Thirty Madison’s longitudinal care model. From customer experience specialists to RNs and MDs to many more roles, we must ensure that our interdisciplinary team is deployed effectively to meet our patients’ needs. As our team scales, we need to build forcasting, scheduling, and performance analysis frameworks that can keep pace. We are looking for a workforce management expert to lead workforce planning & reporting, and build and develop contact forecasts & schedules for interdisciplinary teams.

In this role, you will be responsible for the accuracy of the forecast and aligned staffing plans through execution and service level performance. Senior Leaders will look to you to provide strategic thought leadership in the WFM space and sphere of influence. You will build a function and eventually a team that understands the 'who, what, and whys' of our business and prioritizes accordingly. You will work cross-functionally — digging into trends and surfacing opportunities that create impact and value. To succeed in this role, you must be innately curious, deeply analytical, highly driven, and a strong communicator.

You’re the right person for this role if you are:

  • Excited by the opportunity to build a WFM function from scratch
  • Comfortable working independently and cross-functionally
  • A creative thinker and adept problem solver
  • Driven to find solutions that serve the best interests of our patients and providers
  • Capable of (and enjoy) creating order from chaos
  • Unflappable in the face of frequent and unexpected change
  • Excited to grow your own team but not afraid to roll up your sleeves and be an effective independent contributor

Some things you will do: 

  • Own the master schedule and schedule management for the entire Integrated Care Team (physicians, NPs, RNs, CX specialists, health coaches, and more) according to service levels, demand, and trends
  • Create, modify, and enhance reporting/forecasting methodologies to enhance efficiency and improve planning
  • Manage operational efficiencies to deliver desired workforce results and align workforce capacity and capability with longer-term business strategies
  • Partner with Product and Engineering teams to automate care scheduling and routing principles
  • Create, manage, and continually improve scheduling, analytics, reporting, performance, forecasting tools
  • Optimize schedules based on forecasted contact volume and individual performance
  • Partner with Medical Operations and Customer Experience colleagues to monitor and report on performance at the team and individual level
  • Partner with Medical Operations to track provider license coverage and incorporate it into scheduling methodology
  • Ensure resource alignment for the operationalization of new modalities of care (e.g. video visits)
  • Evaluate, select, and implement workforce management software
  • Develop a strategy and methodology for scheduling training, meetings, and coaching sessions for essential team members on both live and asynchronous channels
  • Partners with Insights team to create digestible summaries and business insight for Care leadership
  • Provides WFM guidance on outsourcing contract considerations
  • Partners with departments that cross-functionally influence Care (Marketing, Product, Finance, Talent Acquisition, etc.)

You should have: 

  • 5+ years of customer-centric operations experience with at least three (3) specifically focused on workforce management and working with a workforce management software platform
  • Experience in a fast-paced, high-growth environment
  • Experience working with vendor selection and management
  • Analytical skills, solid mathematics, and problem-solving (identify trends and suggest solutions).
  • Strong people management skills; demonstrated ability to motivate and develop people
  • Time management skills; ability to prioritize and multi-task while producing high-quality work
  • Strong organizational and planning skills with an eye for detail
  • Strong communication skills; verbal, written, and presentation
  • Proficiency in Microsoft Excel; minimum intermediate skill level
  • Demonstrated ability to quickly learn new systems and processes
  • Telemedicine experience is a huge plus
Benefits for full-time Thirty Madison employees:
  • Competitive salary packages and career development opportunities
  • 100% coverage on many health, dental, and vision insurance plans
  • 401k with a match, commuter benefits, and FSA
  • Budget for the technology tools you need — whether it’s a laptop, monitor, or special software
  • Annual $750 vacation stipend and $750 wellness allowance

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Please contact us to request accommodation.

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Technology we use

  • Engineering
  • Product
    • AWS (Amazon Web Services)Languages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • CircleCIFrameworks
    • JestFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • NestjsFrameworks
    • NextsjsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • KafkaDatabases
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • NotionManagement

Location

Thirty Madison’s office is just south of Midtown Manhattan, easily accessible from multiple subway lines and commuter rails, and just a few blocks from Madison Square Park.

An Insider's view of Thirty Madison

How would you describe the company’s work-life balance?

I really appreciate that Thirty Madison has tools put in place that show the company truly values work-life balance. We have monthly Refresh Days where the whole company is off, and we also have an annual vacation stipend offering $750 for people who take a full week off during the year, encouraging us to detach and take a vacation!

Michelle

People Business Partner

What's the biggest problem your team is solving?

"Infrastructure" can be an overloaded term. To me, Infrastructure is everything up, down and to the sides of the code that Engineers are writing. Our goal is to abstract those bits away, so we can guarantee safety, speed and reliability by default. That way Engineers can focus on building features that deliver value to our patients.

Lawrence

Engineering Manager

How has your career grown since starting at the company?

Thirty Madison has provided me with the opportunity to work with individuals who share experiences and expertise with one another daily. We are a savvy team that cares about employee development and self-growth. It is through collaboration and curiosity that I’ve become #bettereveryday both inside and outside of our organization.

Em

Learning and Development Specialist

What is your vision for the company?

Thirty Madison’s goal is to improve the lives of people with chronic conditions. For Cove this means to meaningfully help every migraine sufferer. We are here for our patients, whether they want to connect with a doctor or just be better informed. Migraine holds way too many people back in leading the lives they want to, and we need to change that.

Caroline

General Manager of Cove

What are Thirty Madison Perks + Benefits

Thirty Madison Benefits Overview

-Competitive salary, equity, and career development opportunities
-100% coverage on many health, dental, and vision insurance plans
-Pre-tax commuter benefits, 401k, and FSA
-Budget for the technology tools you need — whether a laptop, monitor, or special software
-Unlimited vacation days and annual $750 vacation stipend

Culture
Partners with Nonprofits
Thirty Madison partners with Non Profits such as the Arthur Ashe Institute for Urban Health to help the underserved get education and access to medical treatment.
Friends outside of work
Eat lunch together
Intracompany committees
Thirty Madison has committees for DEI, Future of the Office and Social, all comprised of volunteers that rotate during the year to make sure we are driving the right initiatives and events.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Thirty Madison provides a reimbursement for wellness expenses alongside a fully covered premium Calm app membership for mindfulness and meditation.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
During COVID, Thirty Madison provides up to $1,000 a month to cover incremental childcare and/or distance learning costs.
Generous Parental Leave
We provide 14 weeks of paid leave for the primary caregiver and 7 weeks of paid leave for the secondary caregiver with the option of a flexible return to full-time work.
Flexible Work Schedule
We're big believers in a flexible work schedule that takes both your needs and your co-workers' needs into consideration.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
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