Principal Workforce Management Capacity Planner

Gainwell Technologies LLC•Any city, OH

2d•$103,300 - $120,000•Remote

About The Position

The Workforce Management Capacity Planner, Principal provides strategic workforce planning support for new programs, business growth, and operational initiatives supporting Gainwell’s Customer Experience (CX) operations. This role serves as a senior individual contributor responsible for workforce modeling, staffing strategies, and scenario analysis that enable the organization to scale while maintaining operational stability. The position partners closely with business development, operations leadership, Workforce Management, and vendor partners to evaluate workforce requirements for new programs, operational expansions, and service delivery changes. The role also provides strategic oversight of workforce capacity planning models, ensuring they remain accurate, scalable, and aligned with evolving operational needs.

Requirements

Bachelor’s degree or equivalent combination of education and experience.
Six or more years of workforce management, capacity planning, consulting, or operational planning experience.
Experience developing workforce models, staffing plans, or operational capacity forecasts.
Strong analytical and critical thinking skills with the ability to translate complex data into actionable workforce strategies.
Strong communication and presentation skills with the ability to support strategic operational discussions.
Ability to manage multiple initiatives in a dynamic operational environment.
Able to take complex scenarios and data and distill the details into a simple frame work.

Responsibilities

Develop workforce capacity models for new programs, services, and operational initiatives where there may be incomplete or ambiguous details.
Support workforce planning activities for new business opportunities, program launches, and service delivery expansions.
Translate operational requirements and forecast assumptions into staffing strategies and workforce ramp plans.
Provide workforce inputs to support pricing models, operational business cases, and implementation planning.
Maintain and continuously improve enterprise workforce capacity planning models to ensure alignment with operational demand, staffing strategies, and business growth.
Conduct workforce scenario modeling to evaluate the impact of growth, service model changes, and delivery location strategies.
Perform “what-if” analysis to support leadership decision making related to operational expansion, workflow redesign, or technology changes.
Identify workforce risks and capacity constraints associated with new programs or operational initiatives.
Provide strategic oversight for capacity planning model design, methodology, and ongoing maintenance.
Support the development and implementation of automation capabilities within workforce planning models to improve forecasting accuracy, efficiency, and scalability.
Evaluate and support the adoption of emerging technologies, including advanced analytics, automation, and AI-driven workforce planning tools, to enhance workforce planning capabilities.
Develop staffing ramp strategies and workforce deployment plans for new accounts and operational implementations.
Partner with operations leaders to align workforce plans with training throughput, ramp curves, and operational readiness timelines.
Support workforce planning activities related to vendor onboarding, delivery location changes, and operational transitions.