Marketplace Operations & Capacity Planning Manager

Role: Marketplace Operations & Capacity Planning Manager

Location: USA Remote; Austin, TX preferred

About the Company

Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com.

About the Role

We’re looking for a high-impact Marketplace Operations & Capacity Planning Manager who thrives in ambiguity and loves building things that don’t exist yet. This role goes far beyond traditional workforce management. You’ll own the design of bespoke staffing and capacity models for complex, fast-evolving client environments, using deep data analysis, coding, and quantitative modeling. Your models will directly shape growth strategy and client success and you will have real ownership, this is not a “maintain the spreadsheet” role.

You’ll work closely with operations, finance, clinical, product, and client teams to turn real-world constraints into clear, scalable staffing strategies. If you enjoy solving hard problems with data and creating models that actually get used, this role is for you.

What You’ll Do

• 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

What We’re Looking For

• 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

Nice to Have

• 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

Salary and Perks

Pay Range: $99,000 - 142,000 base compensation.

Final offer amounts are determined by multiple factors including, but not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations. The role will remain open until April 30, 2026.

Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position. Any eligible candidate that meets the essential criteria of the role may apply via the job posting or through Wheel’s career page up until the designated application deadline.

As an employee of Wheel, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including:

• Medical, Dental and Vision

• Ancillary: Life, Short and Long Term Disability

• 401K match

• Flexible PTO

• Parental Leave

• Stock options

• Additional programs and perks

Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role.