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Capacity Planning Analyst

Headway
11 hours ago
Full-time
Remote
Worldwide
Remote Other

Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance. 

1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice. 

Headway was founded in 2019. Since then, we’ve grown into a diverse, national network of over 60,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation.

We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.

About the Team & Role

    • Headway is building the infrastructure for mental healthcare to work for everyone. Our CX Workforce Management (WFM) team is the staffing engine of that operation—connecting patients, providers, and payers through a contact center that is rapidly expanding in scope and headcount.
    • We are looking for a highly technical Capacity Planning Lead to own the demand-and-supply modeling that drives our hiring plans, headcount strategy, and budgetary decisions with leadership.

You Will

    • Architect the Capacity Engine: Build and maintain a comprehensive capacity model. You will mathematically map volume mix, omnichannel routing (Chat/Email/Voice), offshore capture rates, customer escalations, the rate of cross-functional (XFN) holds, and more.
    • Model Agent Productivity: Transform raw agent-level workforce data into actionable intelligence. Compute ticket lifecycle metrics, validate handle time distributions and the number of interactions required to resolve an issue. Build logic to detect outlier behaviors (e.g., cherry-picking, complexity-driven variance) and support operational leaders as a data insights lighthouse using AI tools.
    • Own the Financial Translation: Bridge the gap between Operations and Finance. Translate Erlang C FTE requirements into a fully loaded staffing plan, actively participating