Palo Alto, California, United States · Hybrid
$101k–$164k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Workforce Management, Capacity Planning, Data Modeling, BPO Operations, Forecasting
United States · Hybrid
$117k–$170k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Clinical Trial Management, GCP Compliance, CRO Management, Project Management, Budget Management
Palo Alto, California, United States · Hybrid
$185k–$255k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Sales Operations, Revenue Operations, People Management, Salesforce, Business Intelligence Tools
Texas, United States · Hybrid
$116k–$133k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Healthcare Sales, Challenger Selling, Relationship Building, Product Launch Execution, CRM Proficiency
India · On-site
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Data Architecture, AWS, Spark, Kafka, Airflow
Orlando, Florida, United States · Hybrid
$116k–$133k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Customer-Facing Sales, Healthcare Diagnostics, Challenger Selling, Relationship Building, Product Launch Execution
Minnesota, United States · Hybrid
$77k–$106k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Account Management, Customer Service, Consultative Selling, Executive Communication, Negotiation
Palo Alto, California, United States · Hybrid
$108k–$149k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Equipment Installation, IQOQ, Preventative Maintenance, Troubleshooting, Root Cause Analysis
Palo Alto, California, United States · Hybrid
$150k–$206k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: LC-MS Method Development, Quantitative LC-MS Workflows, High-Resolution Mass Spectrometry, Assay Performance Evaluation, Method Transfer
Redwood City, California, United States · Hybrid
$38/hr–$52/hr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Sample Processing, Equipment Maintenance, Reagent Preparation, Good Documentation Practices, Specimen Collection
Palo Alto, California, United States · Hybrid
$209k–$338k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Strategic HR Business Partnership, Global Employee Relations, Workforce Planning, Organizational Design, Talent Management
Redwood City, California, United States · Hybrid
$169k–$274k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Multi-site Operations Leadership, Warehouse Management, Transportation & Logistics, Supply Chain Management, Inventory Control
Ohio, United States · Hybrid
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Challenger Selling, Relationship Building, Prospecting, Product Launch Execution, CRM Proficiency
New Jersey, United States · Hybrid
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Challenger Selling, Relationship Building, Prospecting, Product Launch Execution, CRM Proficiency
Redwood City, California, United States · Hybrid
$91k–$125k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Quality Engineering, CLIA Compliance, CAP Compliance, ISO 15189, ISO 13485
Palo Alto, California, United States · Hybrid
$92k–$134k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Process Improvement, Systems Administration, Insurance Billing, Data Analysis, Excel
New York, United States · Hybrid
$142k–$196k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Account Management, Consultative Selling, Strategic Planning, Molecular Diagnostics, Oncology Sales
Redwood City, California, United States · Hybrid
$139k–$191k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Warehouse Management, Supply Chain Leadership, People Management, Inventory Maintenance, SOX Compliance
Maryland, United States · Hybrid
$116k–$133k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Healthcare Sales, Challenger Selling, Relationship Building, Product Launch Execution, CRM Proficiency
Connecticut, United States · Hybrid
$116k–$133k/yr
Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and acc…
Skills: Customer-facing Sales, Healthcare Diagnostics, Challenger Selling, Relationship Building, Product Launch Execution
Palo Alto, California, United States • Hybrid
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Build and evolve a scalable, data-driven workforce management system across BPO and internal operations to optimize staffing and costs. Translate operational insights and AI-driven initiatives into actionable capacity plans to reduce escalations and improve efficiency.
Requires 5-8+ years of experience in Workforce Management or Capacity Planning, specifically with BPO operations and data modeling. A bachelor's degree in a quantitative field is preferred, along with proficiency in WFM software and Tableau.
Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook.
Role Summary
The Manager, Workforce Strategy & Capacity Planning is responsible for building and evolving a scalable, data-driven workforce management system across BPO and internal operations. This role goes beyond traditional forecasting to actively shape demand by incorporating escalation reduction, AI, and self-service initiatives into workforce models.
The Manager will translate operational insights including root cause analysis (RCA) findings from our QA team and digital transformation efforts into actionable staffing strategies, enabling the organization to reduce escalations, improve FCR, improve efficiency, and optimize cost.
Success in this role is defined by improved forecast accuracy and measurable reductions in cost per contact through both operational improvements and AI-driven demand reduction.
This position is expected to support Central Time (CT) business hours. Work schedules may be adjusted as needed to meet business and customer needs.
Workforce Planning & Forecasting
Build and manage end-to-end workforce planning models including forecasting volume, AHT, and staffing requirements to meet SLAs
Translate forecasts into hiring, scheduling, and capacity plans across BPO and internal teams
Define key WFM assumptions (shrinkage, occupancy, SLA targets)
Establish a weekly forecasting cadence and perform variance analysis
Demand Shaping & Escalation-Adjusted Modeling
Incorporate escalation rates, repeat contacts, and inefficiencies into workforce models
Partner with Training and QA team to integrate escalation drivers into forecasts
Quantify impact of avoidable escalations and repeat contacts on staffing and cost
Develop reduction scenarios based on improved resolution rates, reduced repeat contacts, and reduced escalations
AI, Self-Service & Automation Scenario Modeling
Build scenario-based workforce models incorporating AI and self-service initiatives
Quantify digital deflection impact on volume, escalations, and staffing
Develop baseline, target, and upside scenarios for AI adoption
Translate AI-driven improvements into FTE and cost savings
Operating Model & Workforce Optimization
Support evolution of workforce structure (Tier 1, Tier 1.5, Tier 2)
Align staffing models with complexity and case types
Identify opportunities to shift work across tiers or to self-service
Measure and provide actionable insights on the operational and financial impact of transitioning workflows from internal teams to BPO partner, including cost, productivity, quality, and escalation outcomes, and highlight optimization opportunities to inform leadership decisions
BPO Workforce Governance & Vendor Management
Validate and challenge vendor staffing models and productivity assumptions
Establish governance cadence with BPO partners
Cost Modeling & Financial Alignment
Develop cost-per-contact and cost-per-resolution models
Quantify cost impact of escalations and repeat contacts
Partner with Finance to align workforce strategy with budgets
Reporting & Executive Communication
Build dashboards and reporting for workforce metrics
Deliver insights connecting operational trends to staffing and cost
Provide executive-ready analysis
Qualifications
Bachelor’s degree in Business, Economics, Finance, Mathematics, Data Analytics, or related field preferred
Equivalent practical experience strongly considered
5–8+ years in Workforce Management or Capacity Planning
Experience with BPO operations
Strong analytical data modeling skills
Experience with WFM software tools
Experience with Tableau
Hybrid Work Model: This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies. Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.
Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.
Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to [email protected]
A background screening including criminal history is required for this role. GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).
Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
All your information will be kept confidential according to EEO guidelines.
To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our Privacy Notice for Job Applicants.
Please visit our career page at: http://www.guardanthealth.com/jobs/
Conquering Cancer With Data
Guardant Health is a leading precision medicine company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, we're transforming patient care by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant® tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. Important Note for Job Applicants: Guardant Health is aware of recruiting scams where unauthorized individuals use the company's name in fraudulent emails, job postings, and social media messages. Please note that Guardant Health will never ask for money or credit card information during the job application process, nor does the company communicate with candidates via online chatrooms or personal email accounts such as Gmail or Hotmail.
Offices: 3100 Hanover Street, Palo Alto, California 94304, US · 505 Penobscot Dr., Redwood City, California 94063, US · 720 3rd Ave, Suite 2100, Seattle, Washington 98104, US · 480 Wildwood Forest Dr, Suite 600, Spring, Texas 77380, US · 10578 Science Center Drive, Suite 100, San Diego, California 92121, US
Conquering Cancer With Data
Guardant Health is a leading precision medicine company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, we're transforming patient care by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant® tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. Important Note for Job Applicants: Guardant Health is aware of recruiting scams where unauthorized individuals use the company's name in fraudulent emails, job postings, and social media messages. Please note that Guardant Health will never ask for money or credit card information during the job application process, nor does the company communicate with candidates via online chatrooms or personal email accounts such as Gmail or Hotmail.
Offices: 3100 Hanover Street, Palo Alto, California 94304, US · 505 Penobscot Dr., Redwood City, California 94063, US · 720 3rd Ave, Suite 2100, Seattle, Washington 98104, US · 480 Wildwood Forest Dr, Suite 600, Spring, Texas 77380, US · 10578 Science Center Drive, Suite 100, San Diego, California 92121, US
