🛠 Tech Stack

💼 About This Role

You'll lead the evolution of Ophelia's patient services infrastructure, sitting at the intersection of Capacity Planning and Process Engineering. Your mission is to engineer a high-precision, intent-based operation that anticipates patient needs across multiple channels. You'll combine data-driven forecasting with smart service design to ensure efficient, high-quality care as the company scales.

🎯 What You'll Do

• Implement Erlang C-based workforce modeling for capacity planning
• Design intent-based routing logic to match patients with coordinators
• Map coordinator workflows to identify automation opportunities
• Own CCaaS and WFM platform roadmap and vendor partnerships

📋 Requirements

• 5+ years in WFM Strategy, Operations Leadership, or Service Design
• Deep technical mastery of Erlang C models and interval-level staffing
• Proven ability to work across diverse teams (clinicians, engineers, frontline)
• Experience with omnichannel CCaaS routing and WFM software

✨ Nice to Have

• Healthcare experience is a plus
• Experience with EMR integrations
• Background in high-growth tech or startups

🎁 Benefits & Perks

• 🏖️ Remote work anywhere in the United States
• 🏥 Competitive medical, vision, health insurance (many plans fully covered)
• ⏳ 20 days PTO starting, increasing to 6 weeks after 5 years
• 💻 Work From Home Stipend
• 💰 401k Contribution Platform

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/case interview· 60 min
4. 4Final round with leadership· 45 min