Senior Associate, Workforce Planning

About the role

We're looking for a Senior Analyst, Workforce Management to own demand and supply forecasting across Maven's multiple member-facing services and workflows, monitor operational metrics, and optimize Maven's workforce to ensure service level objectives are met while balancing cost. This role sits at the intersection of data, operations, and strategy, translating complex demand signals into workforce decisions that allow Maven's frontline teams to meet our members when they need us most. As the WFM subject matter expert at Maven, you'll take what we do today and make it materially better - building the models, planning cadence, and analytics infrastructure behind our workforce strategy. You'll partner closely with Finance, Operations, and Product to design processes that are data-driven and built to evolve with the business. How equity and inclusion shows up for this team : It's important that we have a culturally diverse team, as that is reflective of our diverse membership, which is something we strive to achieve.

Responsibilities

• Develop and improve complex demand forecasting models across our multiple workflows / channels, translating demand trends into forward-looking workforce strategy.
• Own supply forecasting and capacity planning across the multiple channels / workflows - translating demand into staffing requirements by skill, shift, and channel, factoring in shrinkage, attrition, and ramp.
• Drive the ongoing planning cadence that hits service level targets while protecting unit economics - quantifying and communicating the cost/SL tradeoff to leadership.
• Drive forecast accuracy autonomously - modeling, back-testing, and iterating. You define the accuracy bar and raise it quarter over quarter.
• Build and maintain workforce reporting infrastructure and dashboards that give operational leaders real-time visibility - and use them to drive RCA when SL or cost variances occur.
• Identify gaps in current analytics and operational workflows, then drive solutions - not just recommendations.
• Create automated systems for tracking and reporting key performance metrics, leveraging AI tooling to reduce manual lift and increase signal quality.
• Develop Standard Operating Procedures to ensure processes are repeatable and scalable.
• Serve as the WFM partner to Finance, Operations leads, Product, and Analytics - gathering inputs, sharpening forecasts, and ensuring workforce decisions are grounded in data and aligned to organizational goals.

Requirements

• 2-3 years of WFM experience and/or 4-5 years of strategy experience at a tech company. You've owned forecasting and capacity planning across multiple channels and queues - not just executed someone else's plan.
• Experience owning demand forecasting models for scaling businesses and designing/maintaining WFM schedules across multiple roles/channels, including shrinkage modeling, shift bidding, PTO processes, and capacity planning inputs.
• Track record managing intraday operations - monitoring real-time queues, adjusting staffing plans, communicating deviations, and executing mitigation tactics to protect SLAs.
• Demonstrated ability to drive RCA on SL misses and cost overruns - decomposing variances into drivers and turning findings into model and operational improvemen

Benefits

Additional Information

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com. An award-winning culture working towards an important mission - Maven Clinic is a recipient of over 30 workplace and innovation awards, including: Fortune Change the World (2024) CNBC Disruptor 50 List (2022, 2023, 2024) Fortune Best Workplaces for Millennials (2024) Fortune Best Workplaces in Health Care (2024) TIME 100 Most Influential Companies (2023) Fast Company Most Innovative Companies (2020, 2023) Built In Best Places to Work (2023) Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024) Great Place to Work certified (2020, 2021, 2022, 2023, 2024) Fast Company Best Workplaces for Innovators (2022) Built In LGBTQIA+ Advocacy Award (2022)

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