Senior Associate, Workforce Planning New York, NY; Remote, US (Hub cities)

About the role

Maven Clinic is seeking a Senior Analyst, Workforce Management to own demand and supply forecasting across multiple member-facing services and workflows. The role involves monitoring operational metrics, optimizing Maven's workforce to meet service level objectives, and partnering with Finance, Operations, and Product to design data-driven processes.

Responsibilities

• Develop and improve complex demand forecasting models across multiple workflows and channels.
• Own supply forecasting and capacity planning, 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. Define the accuracy bar and raise it quarter over quarter.
• Build and maintain workforce reporting infrastructure and dashboards for real-time visibility, using them to drive root cause analysis (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, owning forecasting and capacity planning across multiple channels and queues.
• 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 improvements.
• Ability to translate operational insights into system configuration recommendations, including routing logic, skill assignments, and WFM tool optimization to improve accuracy and workflow efficiency.
• Strong analytical skills and data storytelling—clearly presenting data to operations, finance, and executive audiences.
• Experience analyzing large data sets to draw insights and inform operational decisions; advanced Excel/Sheets modeling.
• Self-directed: can scope the work, build the model, and drive adoption without being managed to it.
• Comfortable navigating ambiguity, unknowns, and moving fast.
• Operational mindset with ability to build efficient, repeatable processes.
• Exceptionally strong attention to detail.
• Clear verbal and written communication.

Qualifications

• Experience forecasting across multiple workflows/channels, queues, or skill groups concurrently.
• Experience with WFM platforms (NICE, Verint, Assembled, Playvox, Zendesk, or similar).
• Looker or similar BI software experience.
• Scaled CX operations and B2C industry experience.
• Exposure to AI/ML approaches for forecasting optimization or anomaly detection.

Benefits

• Base salary range: $98,000 - $115,000 per year.
• Equity and benefits.
• Flexible hybrid work model.
• Health, dental, and insurance plan options.
• Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning, and pediatrics.
• Whole-self care through wellness partnerships.
• Hybrid work, in-office meals, and work together days.
• 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+).
• Annual professional development stipend and access to a personal career coach through Maven for Mavens.
• 401K matching for US-based employees, with immediate vesting.