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