Principal Workforce Management Capacity Planner

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

The Workforce Management Capacity Planner, Principal provides strategic workforce planning support for new programs, business growth, and operational initiatives supporting Gainwell’s Customer Experience (CX) operations. This role serves as a senior individual contributor responsible for workforce modeling, staffing strategies, and scenario analysis that enable the organization to scale while maintaining operational stability. The position partners closely with business development, operations leadership, Workforce Management, and vendor partners to evaluate workforce requirements for new programs, operational expansions, and service delivery changes. The role also provides strategic oversight of workforce capacity planning models, ensuring they remain accurate, scalable, and aligned with evolving operational needs. Your role in our mission

• Develop workforce capacity models for new programs, services, and operational initiatives where there may be incomplete or ambiguous details.
• Support workforce planning activities for new business opportunities, program launches, and service delivery expansions.
• Translate operational requirements and forecast assumptions into staffing strategies and workforce ramp plans.
• Provide workforce inputs to support pricing models, operational business cases, and implementation planning.
• Maintain and continuously improve enterprise workforce capacity planning models to ensure alignment with operational demand, staffing strategies, and business growth.
• Conduct workforce scenario modeling to evaluate the impact of growth, service model changes, and delivery location strategies.
• Perform “what-if” analysis to support leadership decision making related to operational expansion, workflow redesign, or technology changes.
• Identify workforce risks and capacity constraints associated with new programs or operational initiatives.
• Provide strategic oversight for capacity planning model design, methodology, and ongoing maintenance.
• Support the development and implementation of automation capabilities within workforce planning models to improve forecasting accuracy, efficiency, and scalability.
• Evaluate and support the adoption of emerging technologies, including advanced analytics, automation, and AI-driven workforce planning tools, to enhance workforce planning capabilities.
• Develop staffing ramp strategies and workforce deployment plans for new accounts and operational implementations.
• Partner with operations leaders to align workforce plans with training throughput, ramp curves, and operational readiness timelines.
• Support workforce planning activities related to vendor onboarding, delivery location changes, and operational transitions.

What we're looking for

• Bachelor’s degree or equivalent combination of education and experience.
• Six or more years of workforce management, capacity planning, consulting, or operational planning experience.
• Experience developing workforce models, staffing plans, or operational capacity forecasts.
• Strong analytical and critical thinking skills with the ability to translate complex data into actionable workforce strategies.
• Strong communication and presentation skills with the ability to support strategic operational discussions.
• Ability to manage multiple initiatives in a dynamic operational environment.
• Able to take complex scenarios and data and distill the details into a simple frame work.

What you should expect in this role

• Fully remote position.
• Opportunity to travel through your work up to 15% of the time.

This posting is intended for pipelining. We will accept applications on an ongoing basis. The pay range for this position is $103,300.00 - $120,000.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities. We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.