WFM - Service Level Coordinator

Clipboard Health Inc.

Job Overview

Location

Remote (EU)

Job Type

Full-time

Full Job Description

📋 Description

• As a WFM - Service Level Coordinator at Clipboard Health Inc., you will serve as the central governance layer for live operations across multiple Lines of Business (LoB), acting as an operational architect who ensures service level agreements (SLAs) are met through data-driven decision-making and forensic analysis of support queue performance. This role is critical to maintaining operational stability, financial efficiency, and customer experience in a fast-growing, profitable Series C company serving millions of shifts annually.
• You will distill complex operational signals into clear, actionable narratives for stakeholders at all levels — from Team Leads to Directors — translating noisy data into compelling stories that drive immediate action. Your forensic audits will uncover hidden inefficiencies like 'On Hold' abuse or status irregularities, directly impacting agent productivity and queue health.
• You will partner with Workforce Management (WFM) teams to build a continuous feedback loop between real-time operations and strategic planning, evolving queue management from reactive firefighting to a standardized, predictive, and fiscally sound control model.
• Operating within Clipboard Health’s global, remote-first team of 1,000+ employees, you will contribute to a mission-driven culture focused on lifting professionals up the socioeconomic ladder by enabling on-demand shift work in Long Term Care, Dental, Home Health, and other expanding verticals.
• In this role, you will develop deep expertise in operational architecture, business-level financial analysis, and stakeholder storytelling — gaining the ability to influence leadership decisions with data-driven insights that preserve SLAs, optimize staffing efficiency, and enhance customer experience during high-volume or incident-driven periods.

🎯 Requirements

• Exceptional communication skills with proven ability to translate complex data into clear, jargon-free business stories for senior leadership under pressure
• Advanced proficiency in Google Sheets, including building complex automated tracking tools and forensic audits from scratch; familiarity with Metabase is preferred
• Demonstrated experience making high-judgment decisions impacting entire business operations, particularly in environments with aggressive SLAs and fluctuating volume patterns
• Familiarity with Amazon Connect, Zendesk Omnichannel routing, and Assembled WFM is highly preferred
• Resilient mindset and comfort operating autonomously in a 24/7 environment, adapting to operational needs as part of a high-impact, interdependent team

🏖️ Benefits

• Fully remote work opportunity based in the EU, enabling flexibility and work-life balance within a global team
• Opportunity to work at a profitable, YC-backed Series C company that has filled millions of shifts annually and serves tens of thousands of professionals
• Direct impact on mission-driven goals: helping professionals turn extra time and ambition into career growth and financial opportunity
• Exposure to cutting-edge workforce management tools and practices in a fast-scaling marketplace expanding into new verticals like Dental and Home Health
• Collaborative, high-trust culture where data-driven storytelling is valued as a primary source of truth for operational leadership decisions

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Clipboard Health Inc.

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About Clipboard Health Inc.

Clipboard Health is a marketplace that connects healthcare facilities with certified nurses and aides to fill open shifts. The platform lets nurses browse and claim local shifts while giving hospitals, nursing homes, and outpatient centers on-demand access to vetted clinical staff. Software handles credentialing, scheduling, time tracking, and payments, replacing traditional staffing agencies. Founded in 2016, the company operates nationwide in the United States and has facilitated millions of filled shifts across acute and post-acute settings.

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