Capacity Planning Analyst

Headway

Capacity Planning Analyst at Headway focusing on demand-and-supply modeling to drive hiring plans. Building comprehensive capacity models and transforming workforce data into actionable intelligence.

Posted 4/27/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $124,100 - $146,000 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Architect the Capacity Engine by building and maintaining a comprehensive capacity model
Model Agent Productivity by transforming raw agent-level workforce data
Own the Financial Translation by bridging Operations and Finance
Drive BPO Capacity Locks by generating and enforcing headcount lock plans
Own the Staffing Plan by computing and projecting operational rates
Translate Messy Reality into Clean Data by mapping raw ticket data

Requirements

What you’ll need

Deep understanding of capacity planning fundamentals
Experience with Volume, AHT, and KPIs like Reopen Rate
Cross-Functional Influence with Product and Engineering teams
Ability to communicate clear, opinionated, data-backed narratives
Experience leveraging LLMs and AI-assisted tooling
Advanced SQL Fluency in Snowflake (or similar SQL dialects)

Benefits

Comp & perks

Equity compensation
Medical, Dental, and Vision coverage
HSA / FSA
401K
Work-from-Home Stipend
Therapy Reimbursement
16-week parental leave for eligible employees
Carrot Fertility annual reimbursement and membership
13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
Flexible PTO
Employee Assistance Program (EAP)
Training and professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

capacity planningdata modelingSQLSnowflakedata analysisKPI analysisfinancial analysisworkforce data transformationAI-assisted toolingLLMs

Soft Skills

cross-functional influencecommunicationdata storytellingopinionated narrativescollaboration