Marketplace Operations & Capacity Planning Manager

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