Workforce & Operations Performance Manager

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose and navigate the most effective treatment pathway for them every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville.

About the Role

TailorCare is seeking a data-savvy, systems-oriented Workforce & Operations Performance Manager to lead short-term capacity execution, real-time operational performance monitoring, and contribute to enterprise workforce strategies. This role ensures that our clinical and outreach teams are optimally staffed, operating efficiently, and enabled to deliver scalable, high-quality patient engagement. As the company grows, this person will serve as a key operational integrator—translating governance frameworks, KPI structures, and workforce optimization strategies into day-to-day execution and operational performance excellence. This role plays a key part in operationalizing enterprise governance frameworks and executing workforce-related components of strategic plans set by the Performance Excellence leadership team.

Primary Responsibilities

Workforce Planning & Operational Execution

• Own daily and weekly staffing forecasts and capacity plans across care functions (e.g., outreach, navigation, clinical intake).
• Lead the development and execution of staffing models that balance service levels, productivity, and cost.
• Partner with frontline managers to develop shift plans, PTO strategies, and contingency coverage models.
• Ensure workforce planning aligns with enterprise governance standards and strategic workforce initiatives.
• Implement standardized, scalable staffing practices that support operational growth and service excellence.

Real-Time Operations Monitoring & Response

• Lead real-time contact center activities, monitoring dashboards for outreach volume, assessment backlog management, call queues, and SLA adherence.
• Identify and escalate performance deviations, activating operational playbooks and leading rapid response coordination across teams.
• Facilitate daily stand-ups with operational leadership to align on key focus areas, address performance gaps, and drive coordinated action across frontline teams.
• Support dynamic staff reassignment during high-impact scenarios (e.g., system outages, conversion dips, etc.) to ensure continuity of service and SLA protection.
• Collaborate across clinical, operational, and technical teams to support enterprise initiatives, escalation pathways, and real-time workflow optimization.

Performance Intelligence & Reporting

• Partner with Medical Economics, Analytics, and Operations teams to enhance reporting tools and alert systems.
• Ensure performance dashboards and reports are aligned to enterprise KPI frameworks and data governance standards.
• Analyze operational trends to identify risks, performance drivers, and improvement opportunities.
• Produce daily and weekly operational performance summaries with actionable insights for leadership.
• Maintain the integrity of operational metrics to support executive reporting and strategic decision-making.

Process Improvement & Strategic Execution

• Serve as an operational execution partner for the Performance Excellence leadership team in deploying workforce and process optimization initiatives.
• Identify inefficiencies and opportunities for process standardization across frontl