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Operations Workforce Management Analyst (Office Based)

Austin, Texas; Mountain View, California

HeartFlow, Inc. is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the HeartFlow FFRCT Analysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. HeartFlow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™Analysis), assess coronary blood flow (FFRCT Analysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare.

HeartFlow is a VC-backed company that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 350,000 patients worldwide.  

The Operations Workforce Management Analyst reports to Manager, Operations Planning & Analytics. WFM Team ensures the right number of HeartFlow case processing analysts are available at the right time to meet customer demand and optimize gross margins. The WFM Analyst will have strategic & tactical responsibilities including (1) evaluating demand and labor trends to develop long term headcount needs of up to 3 years (2) establishing schedules to ensure staffing aligns with fluctuating workloads, while minimizing operational costs (3) monitoring daily performance and partnering with Production leadership to meet service level goals. WFM Analyst has previous WFM experience and can recommend and implement best practices at HeartFlow.

The WFM Analyst should be a good fit within our culture. We are looking for someone who is eager and ready to work in an organization that is growing significantly each year with shifting priorities. The ideal candidate will have a positive mindset, be highly collaborative, show initiative, and be eager to dig in. #LI-IB1

Key Responsibilities:

  • Technology & Tools: Utilize workforce management software (Verint preferred) to forecast, schedule, and track workforce performance.
  • Forecasting: Analyze data, trends, and other factors to predict future staffing needs to meet service level targets. Assess forecast accuracy and identify changes needed to further improve overall accuracy.
  • Scheduling: Support the creation, management, and adjustment of employee schedules to ensure adequate coverage and align with demand patterns. This includes shift planning, time-off management, and ensuring compliance with labor laws.
  • Real-Time Monitoring: Monitor live operational performance, track agent adherence to schedules, and proactively address real-time staffing issues such as absenteeism, tardiness, and patient case volumes.
  • Data Analysis & Reporting: Provide daily, weekly, and monthly reports on workforce performance, including adherence, occupancy, service levels, and other key performance indicators (KPIs). Analyze data to identify trends and recommend improvements.
  • Optimization: Suggest improvements to scheduling processes, staffing models, and other workforce-related processes to improve efficiency and reduce costs.
  • Collaboration: Work with operations management and other stakeholders to ensure alignment with goals. 
  • Business Operations: Write Work Instructions, SOPs, and other supporting materials to ensure consistency, efficiency, and productivity of the team.
  • Business Continuity: Execute business continuity plan in case of disruption. Provides input to the overall continuity plan. 

Key Skills and Qualifications:

  • Education: Bachelor’s degree in Business, Operations Management, Human Resources, or a related field (or equivalent work experience).
  • Experience: 2+ years of experience in workforce management supporting teams of 200+ employees. Total work experience 5 or more years. 
  • Technical Skills: Experienced with WFM software tools (e.g., Verint, Genesys, etc.).
  • Analytical Skills: Strong ability to analyze data, identify trends, and make data-driven decisions.
  • Communication Skills: Excellent written and verbal communication skills, with the ability to collaborate across departments and communicate complex information effectively.
  • Problem-Solving: Ability to identify issues proactively and resolve them in a timely manner to prevent disruptions.
  • Attention to Detail: High attention to detail in data reporting, forecasting, and scheduling.
  • Time Management: Ability to prioritize tasks and manage multiple projects simultaneously in a fast-paced environment.

Preferred Qualifications:

  • Tableau
  • Verint
  • Certification in Workforce Management or related fields

A reasonable estimate of the base salary compensation range is $70,000 to $120,000 (the higher end of the range is reserved for San Francisco Bay Area candidates)

HeartFlow, Inc. is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires, and respects all individuals and do not discriminate against any employee or applicant because of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. This policy applies to every aspect of employment at HeartFlow, including recruitment, hiring, training, relocation, promotion, and termination.
 
Positions posted for HeartFlow are not intended for or open to third party recruiters / agencies. Submission of any unsolicited resumes for these positions will be considered to be free referrals.

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