Capacity Planning Analyst

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 in monthly Budget reconciliation meetings to explain volume and handle-time variances in dollar terms.

• Drive BPO Capacity Locks: Generate and enforce the 30-60-90 day headcount lock plans for our offshore vendor partners, holding them accountable to forecasted hiring and shrinkage targets.

• Own the Staffing Plan: Compute, align, and project operational rates down to the customer’s issue-type level and market segment. Apply seasonality adjustments and project demand across monthly, quarterly, and multi-year horizons.

• Translate Messy Reality into Clean Data: Map raw ticket data through complex carrier → payer → agent specializations, handling the structural messiness of real-world insurance routing and triage misclassifications. Highly organized and with attention to details.

You’d be a great fit if…

• WFM & Queue Physics: You possess a deep understanding of capacity planning fundamentals. You know exactly how Volume, AHT, and other KPIs – like Reopen Rate – translates to required agent-minutes, and how shrinkage, attrition, occupancy, and SLA targets layer on top.

• Cross-Functional Influence: You don’t just forecast the weather; you help build the roof. You have a track record of taking capacity insights (e.g., "This specific billing intent is breaking our Chat concurrency") and partnering with Product and Engineering to drive automated deflection.

• Data-Backed Storytelling: You communicate with CX leadership and Finance using clear, opinionated, data-backed narratives–avoiding overly technical language.

• AI-Augmented Execution: You have experience leveraging LLMs and AI-assisted tooling to accelerate exploratory data analysis, and iterate on models. Crucially, you possess the analytical rigor to know when to trust the AI's output and when to verify it.

Advanced SQL Fluency: You are highly comfortable in Snowflake (or similar SQL dialects), writing complex queries utilizing CTEs, window functions, and UNION ALL orchestration. You think in DAGs and data pipelines, not just spreadsheets.

Compensation and Benefits:

The expected base pay range for this position is $124,100 - $146,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.

We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.

• Benefits offered include:

• Equity compensation

• Medical, Dental, and Vision coverage

• HSA / FSA

• 401K

• Work-from-Home Stipend

• Therapy Reimbursement

• 16-week parental leave for eligible employees

• Carrot Fertility annual reimbursement and membership

• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st

• Flexible PTO

• Employee Assistance Program (EAP)

• Training and professional development

We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview.

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A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers. Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.