Workforce Planning and Operations Analytics Manager

Summary

Join Octave as a Workforce Planning & Operations Analytics Manager and take ownership of workforce modeling, forecasting, and staffing plans to support clinical and operational teams. You will be responsible for developing accurate forecasting processes and providing data-driven insights to optimize performance. This role involves collaboration with various teams, including Finance, BizOps, People, Clinical, Care Navigation, Customer Experience, Data, and Product. The successful candidate will build and maintain dashboards and reporting tools, track key performance metrics, and streamline workforce planning processes. You will play a pivotal role in optimizing staffing to meet client and therapist demand and ensuring operational excellence. This position offers a competitive salary and benefits package.

Requirements

Must be eligible to work in the United States without sponsorship now or in the future

Responsibilities

• Own workforce modeling to align internal staffing with projected client and therapist demand for live and asynchronous support across Clinical, Care Navigation, and CX teams
• Develop and manage weekly, monthly, and quarterly forecasting models to inform hiring needs and ensure staffing meets both clinical and operational goals
• Partner with Clinical Operations and other stakeholders to optimize schedules of support teams, balancing client needs with operational efficiency
• Analyze key performance indicators (KPIs) to monitor and enhance the effectiveness of Octave’s therapist network
• Provide data-driven insights into appointment availability, therapist utilization, and network performance
• Collaborate with internal teams to identify trends, gaps, and opportunities for improvement within the network
• Build and maintain dashboards and reporting tools to provide visibility into workforce metrics and operational performance
• Track and analyze key performance metrics, including response time, utilization, and client satisfaction, to identify trends and areas for improvement
• Deliver regular reports for leadership, summarizing insights and providing actionable recommendations for workforce optimization
• Streamline and improve workforce planning and scheduling processes, ensuring scalability and efficiency
• Develop best practices, tools, and methodologies for workforce planning and operational insights
• Recommend strategies to enhance availability for client support, reduce inefficiencies, and elevate the client experience
• Serve as a resource for cross-functional teams on workforce data and planning needs, handling ad hoc analyses as needed

Preferred Qualifications

• Bachelor’s degree in Business, Analytics, Statistics, Supply Chain, Health Administration, or a related field (Master’s degree preferred)
• 5+ years of professional experience, with at least 3 years in management consulting, investment banking, or advanced forecasting analytics (e.g., in contact center operations, supply chain, etc.)
• Proficiency with data visualization tools (e.g., Tableau, Looker) and strong Excel skills; familiarity with customer support applications (e.g., Zendesk, Zoho) and SQL or other data analysis tools is a plus
• Exceptional analytical and problem-solving skills, with a track record of translating data into actionable insights
• Excellent communication skills, with the ability to present complex information in a clear and concise manner
• Strong collaborative skills, comfortable working with cross-functional teams
• Demonstrated experience in building and improving workforce planning and scheduling processes
• Passion for mental health and Octave’s mission to increase access to quality care

Benefits

• Company sponsored life insurance, disability and AD&D plans
• Voluntary benefits such as 401k retirement, medical, dental, vision, FSA, HSA, dependent care and commuter/parking options are also available
• Octave offers generous Paid Time Off as well as paid parental leave benefits
• All zones are eligible for equity in the form of stock options
• The salary range for zone 1 (all states not in zone 2 or zone 3) is $93,600 - $101,700
• The salary range for zone 2 (CO, MD, RI) is $103,000 - $111,900
• The salary range for zone 3 (AK, CA, CT, MA, NJ, NY, WA) is $107,600 - $116,900