Senior Marketplace Operations & Capacity Planning Manager

About the role

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 . 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.

Responsibilities

• Capacity Modeling & Forecasting
• 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
• Marketplace Strategy
• 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
• Data & Analytics
• 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
• Marketplace Operations
• 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

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-movin

Benefits

Additional Information

Role: Senior Marketplace Operations & Capacity Planning Manager Location: USA Remote; Austin, TX preferred

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