Wheel is transforming the future of healthcare by providing a platform for high-quality virtual care. The Marketplace Operations & Capacity Planning Manager will design and implement staffing and capacity models, leveraging data analysis and quantitative modeling to support growth strategies and client success.

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
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

Operations Support

About this role

What You'll Do:

What You'll Bring: