Marketplace Operations & Capacity Planning Manager

About the position We’re looking for a high-impact Marketplace Operations & Capacity Planning Manager who thrives in ambiguity and loves building things that don’t exist yet. This role goes far beyond traditional workforce management. You’ll own the design of bespoke staffing and capacity models for complex, fast-evolving client environments, using deep data analysis, coding, and quantitative modeling. Your models will directly shape growth strategy and client success and you will have real ownership, this is not a “maintain the spreadsheet” role. You’ll work closely with operations, finance, clinical, product, and client teams to turn real-world constraints into clear, scalable staffing strategies. If you enjoy solving hard problems with data and creating models that actually get used, this role is for you.

Responsibilities

• 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
• Wheel is a 24/7 operation and may require occasional off hours support

Requirements

• 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-haves

• 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

Benefits

• Medical, Dental and Vision
• Ancillary: Life, Short and Long Term Disability
• 401K match
• Flexible PTO
• Parental Leave
• Stock options

Apply tot his job Apply To this Job