Senior Marketplace Operations & Capacity Planning Manager

Wheel

1d•Remote

About The Position

We're looking for a Senior Marketplace Operations & Capacity Planning Manager who operates at the intersection of quantitative modeling, workforce strategy, and commercial impact. This is not a supporting role — you will own the capacity planning function end-to-end and serve as a strategic partner to Network Operations leadership, finance, and our commercial team. You'll build and maintain the forecasting and staffing infrastructure that drives how Wheel scales. That means building sophisticated, data-driven models — not configuring off-the-shelf tools — and translating quantitative outputs into strategic recommendations that influence hiring, budgets, and deal decisions. You'll work directly with our commercial team to model the staffing and P&L implications of new client opportunities before they close, and you'll re-forecast proactively as the business evolves.

Requirements

7+ years in capacity planning, workforce management, or operational analytics — with demonstrated ownership (2+ years) of the full planning function, not in a supporting role
Proven ability to build custom forecasting and capacity models from scratch using statistical or machine learning methods (time-series, regression, simulation)
Advanced proficiency in SQL and at least one statistical programming language (Python or R); experience with visualization tools (Looker, Tableau)
Experience modeling workforce economics — W-2 vs. 1099 cost structures, ROI analysis, staffing P&L implications
Ability to work directly with cross functional teams (e.g. Commercial or Finance), translating deal parameters into staffing models & trades offs
Strong executive presence — you can present complex analysis to executive and senior leadership and drive a decision, not just share a slide
Comfort with ambiguity, imperfect data, and evolving requirements; you define the spec, you don't wait for one
Experience working on or closely with Operations teams in fast-moving environments
Exposure to WFM platforms (e.g., Calabrio, NICE, Alvaria, Planbase, Arya), with the ability to go beyond their limits
Genuine interest in and experience leveraging AI tools to enhance and automate analytical workflows — from accelerating repeatable modeling tasks to exploring agentic and generative approaches that improve forecast quality and planning efficiency

Nice To Haves

Background in operations research, statistics, or data science
Healthcare, telehealth, or two-sided marketplace experience; familiarity with clinician workforce dynamics — including licensure, credentialing, 1099 vs. W-2 structures, and multi-state provider operations — is a strong plus
Hands-on experience applying AI or ML techniques to forecasting, workforce planning, or operational analytics — e.g. predictive modeling, anomaly detection, or LLM-assisted analysis workflows

Responsibilities

Own all clinician capacity planning & staffing strategy across client programs, modalities, and clinician types
Design staffing strategies, hiring plans, and financial budgets across all client programs
Model multi-skill workforce requirements across queues, states, and specialties — accounting for SLA targets, shrinkage, attrition, and scheduling constraints
Identify supply/demand gaps and convert them into actionable recruiting targets in partnership with Clinical Recruiting and Provider Ops
Support and inform the continuous build and improvement of Wheel's demand forecasting function — providing real-time operational feedback on actuals vs. forecast to sharpen model accuracy and drive better planning outcomes
Develop scenario and sensitivity models to support growth planning, new launches, and rapid change
Reforecast regularly and proactively surface risks and variances to leadership
Partner directly with Marketplace leadership and commercial team on new deal staffing/supply evaluation — model staffing implications, P&L impact, and operational feasibility before contracts close
Build and own ROI and workforce composition analyses (W-2 vs. 1099 tradeoffs, blended models, incentive structure impact) to inform strategic workforce decisions
Translate complex modeling outputs into clear, executive-ready recommendations for the VP of NetOps, CFO, and CEO
Pull, transform, and analyze large datasets from WFM tools, operational systems, and product data using SQL, Python, or R — independently, without relying on a data team
Build reusable, scalable modeling frameworks that accommodate program-level customization
Own monthly business review materials — data, narrative, and presentation — for senior leadership audiences
Design licensing and collaborative agreement strategies as part of the holistic staffing plan — translating capacity model outputs into state-level licensure requirements and collaboration targets by clinician type
Support scheduling, real-time monitoring, and day-to-day operational oversight
Manage WFM software configuration and forecasting tools; know their limits and build around them
Partner with Finance on COGS budgeting and clinician pay activities