Hims & Hers Health, Inc. (better known as Hims & Hers) is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are revolutionizing telehealth for providers and their patients alike. Making personalized solutions accessible is of paramount importance to Hims & Hers and we are focused on continued innovation in this space. Hims & Hers offers nonprescription products and access to highly personalized prescription solutions for a variety of conditions related to mental health, sexual health, hair care, skincare, heart health, and more.
Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS”. To learn more about the brand and offerings, you can visit hims.com and forhers.com, or visit our investor site. For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.
About the Role:
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The Sr. Operations Analyst, Workforce Management will oversee daily operations and play a pivotal role in ensuring optimal staffing, scheduling, and workforce performance between internal and external agents. As a key part of the Workforce Management (WFM) team, you will focus on balancing staffing needs with demand forecasts, improving workforce efficiency, and ensuring an exceptional experience for both providers and patients.
Reporting to the Sr. Manager of Workforce Operations, you will lead a team to monitor performance, provide insights, and proactively manage workforce strategies to meet business goals.
You Will:
- Own workforce scheduling, staffing, and real-time management to ensure coverage aligns with business demand.
- Analyze operational data to forecast volume and resource needs, identifying trends to optimize workforce performance.
- Monitor and track key metrics such as agent productivity, engagement, retention, and overall team performance.
- Serve as the point of escalation for workforce-related issues, coordinating with cross-functional teams to implement timely solutions.
- Oversee workforce tools and processes, ensuring accurate reporting and efficient scheduling systems.
- Proactively manage seasonal and dynamic shifts in workload, providing recommendations to leadership on workforce adjustments.
- Partner with leadership teams to develop strategies that support workforce efficiency, employee satisfaction, and cost management.
- Create and deliver reports and insights for leadership consumption to drive workforce-related decision-making.
- Coach and develop team members to drive performance and engagement.
You Have:
- 5+ years relevant experience in Workforce Management; prior experience in consulting, analytics, or healthcare operations in a fast-paced, high-growth, and rapidly changing environment, or similar
- Experience working in the healthcare industry, with an understanding of healthcare operations and dynamics, is a plus.
Preferred Qualifications:
- Experience with workforce management tools (e.g., Assembled, NICE, Verint, Kronos, or similar WFM software) for scheduling, forecasting, and performance tracking.
- Strong proficiency in data analysis and reporting using Excel/Google Sheets, and familiarity with BI tools like Looker or Tableau.
- Proven experience in real-time management and adjusting staffing to meet fluctuating operational demands.
- Demonstrated ability to coach, mentor, and develop high-performing teams.
- Knowledge of contact center operations, workforce optimization principles, and staffing best practices.
- Excellent problem-solving skills with the ability to analyze trends, anticipate challenges, and provide data-driven recommendations.
- Strong collaboration skills with the ability to work effectively across cross-functional teams including Operations, Product, and HR.
Our Benefits (there are more but here are some highlights):
- Competitive salary & equity compensation for full-time roles
- Unlimited PTO, company holidays, and quarterly mental health days
- Comprehensive health benefits including medical, dental & vision, and parental leave
- Employee Stock Purchase Program (ESPP)
- Employee discounts on hims & hers & Apostrophe online products
- 401k benefits with employer matching contribution
- Offsite team retreats
#LI-Remote
Outlined below is a reasonable estimate of H&H’s compensation range for this role for US-based candidates. If you're based outside of the US, your recruiter will be able to provide you with an estimated salary range for your location.
The actual amount will take into account a range of factors that are considered in making compensation decisions, including but not limited to skill sets, experience and training, licensure and certifications, and location. H&H also offers a comprehensive Total Rewards package that may include an equity grant.
Consult with your Recruiter during any potential screening to determine a more targeted range based on location and job-related factors.
We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.
Hims considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Hims & Hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@forhims.com and describe the needed accommodation. Your privacy is important to us, and any information you share will only be used for the legitimate purpose of considering your request for accommodation. Hims & Hers gives consideration to all qualified applicants without regard to any protected status, including disability. Please do not send resumes to this email address.
To learn more about how we collect, use, retain, and disclose Personal Information, please visit our Global Candidate Privacy Statement.