Marketplace Operations & Capacity Planning Manager

Wheel

1d•$99,000 - $142,000•Remote

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.

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

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