Senior Marketplace Operations & Capacity Planning Manager

Role: Senior 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.

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.

What You’ll Do

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

What We’re Looking For

• 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-moving environments

• Exposure to WFM platforms (e.g., Calabrio, NICE, Alvaria, Planbase, Arya), with the ability to go beyond their limits

• Genuine interest in and experience leveraging AI tools to enhance and automate analytical workflows — from accelerating repeatable modeling tasks to exploring agentic and generative approaches that improve forecast quality and planning efficiency

Nice to Have

• Background in operations research, statistics, or data science

• Healthcare, telehealth, or two-sided marketplace experience; familiarity with clinician workforce dynamics — including licensure, credentialing, 1099 vs. W-2 structures, and multi-state provider operations — is a strong plus

• Hands-on experience applying AI or ML techniques to forecasting, workforce planning, or operational analytics — e.g. predictive modeling, anomaly detection, or LLM-assisted analysis workflows

Salary and Perks

Pay Range: $165,000 - 185,000 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 July 31, 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.