The Marketplace Operations & Capacity Planning Manager will design and own custom staffing and capacity models for Wheel's virtual care platform, using data analysis, coding, and quantitative modeling to drive growth strategy and client success. This role requires deep analytical skills, ownership, and collaboration across operations, finance, clinical, product, and client teams in a fast-paced, evolving environment.
What You'll Do
- Build & own capacity models including all volume and staffing forecasts
- Pull and analyze large datasets from WFM tools, operational systems, and product data
- Identify the real drivers of demand, variability, and risk
- Validate assumptions using strong statistical and analytical methods
- Support the Director of Marketplace in delivering staffing strategies, hiring plans and financial budgets
- Support scheduling, monitoring and day to day operations
- Model complex demand patterns, SLAs, productivity, shrinkage, and multi-skill workforces
- Manage WFM software configuration and forecasting
- Build capacity models using Python, R, and SQL
- Create reusable modeling frameworks that scale across clients while allowing customization
- Apply time-series forecasting, regression, simulation, or optimization techniques where they add value
- Build scenario and sensitivity models to support growth planning, launches, and rapid change
- Automate repeatable analysis and reduce manual planning work
- Work directly with stakeholders and clients to deeply understand their workflows and constraints
- Clearly explain tradeoffs between cost, service level, and flexibility
- Turn complex or evolving requirements into defensible analysis that drives actionable recommendations
- Partner with Finance and Marketplace leadership to support budgeting and clinician pay activities
- Provide occasional off hours support due to 24/7 operation
What We're Looking For
- 5+ years in capacity planning, workforce management, or operational analytics
- Strong hands-on experience with SQL, Python, Power Query (M), R
- Proven ability to build custom capacity or forecasting models (not just configure tools)
- Comfort working with imperfect data and evolving requirements
- Strong communication skills—you can explain complex models to non-technical audiences
- Experience working on Operations teams
- Bias toward action, ownership, and continuous improvement
Nice to Have
- Background in operations research, statistics, data science, or engineering
- Experience with simulation or optimization modeling
- Exposure to WFM platforms (e.g., Calabrio, NICE, Alvaria, Planbase), with the ability to go beyond their limits
- Experience in fast-growing, highly customized, or regulated environments
- Client-facing or consulting experience
Technical Stack
- Python
- R
- SQL
- Power Query (M)
- Calabrio
- NICE
- Alvaria
- Planbase
Team & Environment
- Reports to: Director of Marketplace
Benefits & Compensation
- Medical, Dental and Vision
- Ancillary: Life, Short and Long Term Disability
- 401K match
- Flexible PTO
- Parental Leave
- Stock options
- Additional programs and perks
Compensation: $99,000 - 142,000 base compensation, stock options, 401K match, Flexible PTO, Parental Leave, and ancillary benefits.
Work Mode
- Remote (USA Remote)
- Austin, TX (preferred)
- Remote with occasional off hours support required due to 24/7 operation
Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role.
