Senior Associate, Workforce Planning (Medtech)

TL;DR

Senior Associate, Workforce Planning (Medtech): Developing and optimizing demand and supply forecasting models for virtual clinic services with an accent on capacity planning, operational metrics, and cost-service level balance. Focus on building automated reporting infrastructure, improving forecast accuracy through RCA, and leveraging AI tooling to scale workforce strategy.

Location: Must be based in the US. Hybrid model: NYC office requires 3 days onsite; other hub cities (San Francisco, Seattle, Boston, DC, Chicago) require monthly in-person attendance.

Salary: $98,000 - $115,000 per year

Company

hirify.global is the world's largest virtual clinic for women and families, providing end-to-end digital healthcare support.

What you will do

• Develop complex demand forecasting models to translate trends into forward-looking workforce strategy.
• Own supply forecasting and capacity planning, factoring in shrinkage, attrition, and ramp across multiple channels.
• Manage the planning cadence to hit service level targets while protecting unit economics.
• Build and maintain workforce reporting infrastructure and real-time dashboards for operational leaders.
• Create automated tracking systems and leverage AI tooling to reduce manual lift and increase signal quality.
• Partner with Finance, Operations, and Product teams to ensure workforce decisions are data-driven and aligned with goals.

Requirements

• Must be based in the US.
• 5+ years of WFM experience in a scaled B2C CX organization (contact center or member services).
• Proven experience owning demand forecasting and capacity planning models for scaling businesses.
• Track record of managing intraday operations and executing mitigation tactics to protect SLAs.
• Strong analytical skills with advanced Excel/Google Sheets modeling and data storytelling.
• Ability to drive Root Cause Analysis (RCA) on service level misses and cost overruns.

Nice to have

• Experience with WFM platforms such as NICE, Verint, Assembled, Playvox, or Zendesk.
• Proficiency with Looker or similar BI software.
• Exposure to AI/ML approaches for forecasting optimization or anomaly detection.

Culture & Benefits

• Flexible hybrid work model with in-office meals and "Work Together Days".
• 16 weeks 100% paid parental leave and new parent stipend (for employees with 1+ year tenure).
• 401K matching for US-based employees with immediate vesting.
• Annual professional development stipend and access to a personal career coach.
• Full access to the Maven platform and specialists for health and wellness.