**Workforce Classification:** Hybrid **Join Our Team: Do Meaningful Work and Improve People’s Lives** Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare. To better serve our customers, we are fostering a culture that emphasizes employee growth, collaborative innovation, and inspired leadership. We are dedicated to creating an environment where employees can excel and where top talent is attracted, retained, and thrives. As a testament to these efforts, Premera has been recognized on the 2025 America's Dream Employers (https://www.forbes.com/lists/americas-dream-employers/) list. In 2024, Newsweek honored Premera as one of America's Greatest Workplaces (https://www.newsweek.com/rankings/americas-greatest-workplaces-2024) , America's Greatest Workplaces for Diversity (https://www.newsweek.com/rankings/americas-greatest-workplaces-diversity-2024) , and America's Greatest Workplaces for Mental Wellbeing (https://www.newsweek.com/rankings/americas-greatest-workplaces-mental-wellbeing-2024) . Additionally in 2024, Forbes ranked Premera among America’s Best Midsize Employers (https://www.forbes.com/lists/best-midsize-employers/?sh=58210f5e210f) for the fourth time. Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: https://healthsource.premera.com/ . The **Manager, Workforce Analytics and Planning** will provide leadership and overall accountability for all workforce management planning and analysis for Operations and other Premera divisions as requested to include large financial and customer impacts. The position makes decisions independently in the directing, planning, and coordinating of resources internally and externally and work processes within and between work groups; oversees work assignments and processes to ensure expected performance and service levels are consistently met. Works collaboratively to identify, design and implement process improvement strategies that impact assigned areas. Monitors and maintains all Customer Service performance metrics to ensure corporate goals are met and reports out to Senior Leadership. **This is a hybrid role at our campus in Mountlake Terrace, Washington.** **What you will do:** + Manage assigned team including hiring, coaching/mentoring, supporting professional development, and providing appropriate and timely performance feedback to staff, both informally and during formal review processes. + Lead cross-functional workgroups and director assigned projects, meeting deadlines and assuring results meet business needs of the organization. Interfaces with Senior Leadership across the organization to strategize and plan initiative implementation. + Responsible for managing vendor relationships and making recommendation for changes as needed and prepare business case proposals for review by Senior Leadership. + Monitor performance levels and suggest timely solutions if performance levels are in jeopardy. + Work proactively with managers and team leaders to ensure performance standards and policies are consistently applied throughout the organization to ensure performance metrics are met. + Anticipate the impact of the changing business environment on assigned work areas and adjust work assignments and processes as necessary. + Manage budget responsibility and accountability for assigned areas. Recommend budget requirements for assigned areas using forecasting and planning tools. + Work with Operations Learning & Development department to ensure operations training programs meet the content and timing requirements of staff and business changes. + Other duties as assigned. + As part of this role, you may be assigned internal controls derived from Premera’s internal controls framework. You will be accountable for understanding the controls assigned to you, their impacts on Premera, and to ensure that they are operating effectively. **What you will bring:** + Bachelor's degree or four (4) years of work experience **(Required).** + Five (5) years’ experience in a high volume, automated operations environment **(Required)** which includes: • Four (4) years’ workforce management experience in a call center environment • Three (3) years' management experience + Bachelor's degree in business or related area strongly preferred. + Experience/Familiarity with Premera products and systems. + Experience with selection, management and contract negotiation of third party vendors. + Experience with quality and production management tools and systems. **Premera total rewards** Our comprehensive total rewards package provides support, resources, and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks, they're a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical, financial, emotional, and community benefits, including: + Medical, vision, and dental coverage with low employee premiums. + Voluntary benefit offerings, including pet insurance for paw parents. + Life and disability insurance. + Retirement programs, including a 401K employer match and, believe it or not, a pension plan that is vested after 3 years of service. + Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few. + Generous paid time off to reenergize. + Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees. + Employee recognition program to celebrate anniversaries, team accomplishments, and more. For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement. + Commuter perks make your trip to work less impactful on the environment and your wallet. + Free convenient on-site parking. + Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable. + Engaging on-site events and activities include food trucks, health and wellness, DEI and disaster preparedness fairs, coffee connects, and more. + Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling. + Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus. **Equal employment opportunity/affirmative action:** Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law. If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785. The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience. The salary range for this role is posted below; we generally target up to and around the midpoint of the range. **National Plus Salary Range:** $109,000.00 - $185,300.00 _*National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska_ _._ We’re happy to discuss compensation further during the interview because we believe that open communication leads to better outcomes for all. We’re committed to creating a diverse and inclusive environment where all employees are celebrated for their unique skills and contributions. At Premera, we make healthcare work better. By focusing on improving our customers’ experience purposefully and serving their needs passionately, we make the process easier, less costly, and more positive. Through empathy and advocacy, we change lives. As the leading health plan in the Pacific Northwest, we provide comprehensive health benefits and services to more than 2 million customers, from individuals to Fortune 100 companies. Our services include innovative programs focused on health management, wellness, prevention, and patient safety. We deliver these programs through health, life, vision, dental, disability, and other related products and services. Premera Blue Cross is headquartered in Mountlake Terrace, WA, with operations in Spokane and Anchorage. The company has operated in Washington since 1933 and in Alaska since 1952. With more than 80 years of experience in the region, we deliver innovation, choice, and expertise.