Workforce Planning Manager

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How we started:

Founded in 2013 by Dwayne D’Souza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise. What started as a challenger idea has become one of the most significant healthcare platforms operating globally today.

Where we are now:

We’ve earned the trust of millions of people worldwide through category-leading products and well-known brands, including MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A key driver of our success is vertical integration; we operate our own manufacturing and proprietary products, led by in-house medical teams, researchers, and pharmacists at the top of their fields.

In 2025, HeliosX treated more than 1.7 million patients globally and reached £781m in revenue, representing +337% year-on-year growth and cementing our position as the clear market leader in the UK. That growth translates into real-world outcomes: our weight-loss treatments helped patients lose 8.5 million kilograms of excess weight in 2025 alone, contributing to an estimated 1,300 fewer cardiac events. This is growth with measurable, life-changing impact at scale.

Today, we operate across four international markets, with successful launches in Germany and Canada and continued expansion in the US. We were also recently recognised in the Sunday Times Top 100 fastest-growing tech companies, further validation of both our momentum and our ambition.

Where we’re going:

2026 is a step-change year. Our ambition is to reach £1.6bn in revenue, expand from four to eight global markets and significantly broaden our condition and treatment portfolio. Over the coming years, you’ll help shape HeliosX into a truly world-leading healthcare partner; one that combines scale, speed, and clinical rigour to redefine how personalised care is delivered. Joining HeliosX now means building systems, teams, and products that will define the next decade of digital healthcare, and doing work that genuinely improves lives, at global scale.

There’s never been a more exciting time to join HeliosX. Come be a part of making our dream of easier and faster healthcare a reality!

We’re hiring our first Workforce Management (WFM) Manager to build and embed WFM across HeliosX Customer Service. You’ll own forecasting, capacity planning and scheduling across multiple markets and a blended operation (in-house + BPO, ~200–400 FTE), ensuring we have the right coverage, skills and cost base to deliver a consistently great customer experience.

With our WFM platform currently being implemented, this role is central to establishing the foundations: defining the planning rhythm, building scalable models, partnering with Finance and CS leadership on headcount strategy, and setting the standards for governance, reporting and execution.

What you’ll be doing:

• Own forecasting and capacity planning across markets/channels, turning demand drivers into clear staffing plans (including shrinkage, seasonality, holidays and ramp times).

• Provide scenario modelling and recommendations to CS Leadership and Finance to balance service levels, cost and growth.

• Build and maintain optimised multi-country schedules that deliver the right interval coverage and skills while meeting local labour/contract constraints.

• Partner with in-house teams and BPOs to improve schedule accuracy, adherence and execution against plan.

• Embed workforce plans into hiring, onboarding and training timelines by working closely with HR/Training.

• Help implement and embed our WFM platform, establishing the processes, governance and reporting needed to scale.

What you'll bring to the role:

• 3–5+ years of Workforce Management leadership experience supporting 200–400 FTE operations.

• Background managing multi-site, multi-market WFM operations (BPO and/or in-house).

• Strong understanding of all core WFM disciplines: forecasting, capacity planning, scheduling, and real-time management.

• Experience scaling or establishing WFM processes in fast-paced, high-growth environments.

• Familiarity with WFM platforms (e.g., Verint, NICE, injixo, Playvox, Tymeshift) and workforce data architecture.

• Experience collaborating with cross-functional teams including CS Ops, Vendor Management, Finance, and Product.

• Exposure to regulated industries (healthtech, healthcare, telemedicine, fintech) is beneficial.

Why work with us?

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• 25 days holiday plus UK Bank Holidays (excluding two per year)

• Private health insurance, along with extra dental and eye care cover

• Pension scheme

• Enhanced parental leave

• Cycle-to-work Scheme

• Electric Car Scheme

• Free Dermatica and MedExpress products every month, as well as family discounts

• Home office allowance

• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription)

#LI-Senior #LI-Remote