Senior Workforce & Planning Manager in Cambridge

Founded in 2013 by Dwayne D’Souza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise.

A key driver of our success is vertical integration; we operate our own manufacturing and proprietary products, led by in‑house medical teams, researchers, and pharmacists at the top of their fields.

In 2025, HeliosX treated more than 1.7 million patients globally and reached £781m in revenue, representing +337% year‑on‑year growth and cementing our position as the clear market leader in the UK. That growth translates into real‑world outcomes: our weight‑loss treatments helped patients lose 8.5 million kilograms of excess weight in 2025 alone, contributing to an estimated 1,300 fewer cardiac events.

Today, we operate across four international markets, with successful launches in Germany and Canada and continued expansion in the US. We were also recently recognised in the Sunday Times Top 100 fastest‑growing tech companies, further validation of both our momentum and our ambition.

2026 is a step‑change year. Our ambition is to reach £1.6bn in revenue, expand from four to eight global markets and significantly broaden our condition and treatment portfolio. Over the coming years, you’ll help shape HeliosX into a truly world‑leading healthcare partner; one that combines scale, speed, and clinical rigour to redefine how personalised care is delivered.

HeliosX is hiring a Senior Workforce Manager to own the planning and insights engine for our global Customer Service function. Bringing together Workforce Management, forecasting, capacity planning, scheduling and real‑time, with CS Analytics & Insights.

You’ll make sure staffing decisions, performance reporting & operational insight are all grounded in robust data. Supporting a multi‑site, multi‑brand operation across the UK & international markets, you’ll be the single source of truth that CS leadership, the Leadership Team & our BPO partners act on.

What You’ll Be Doing:

• Own short, mid & long‑term volume forecasts across all markets, channels & queues, balancing accuracy with operational pragmatism.
• Build capacity plans that align staffing to demand, accounting for shrinkage, seasonality, ramp times, AI deflection & business initiatives.
• Partner with Finance, CS Leadership & BPO Vendor Management to ensure headcount plans meet service level, cost & CX targets.
• Lead scenario modelling, capacity risk analysis & cost‑impact assessments to inform operational & strategic decisions.
• Own the operational reporting layer: SLA, FRT, AHT, adherence & productivity across all brands and markets.
• Establish a single source of truth across Intercom, Metabase & internal data sources, resolving discrepancies the business can trust.
• Own the CSAT, VoC & Trustpilot reporting framework, surfacing root causes & recommending interventions with CS Leadership.
• Produce regular & ad‑hoc executive readouts that translate operational data into clear, actionable insight for ELT‑level audiences.
• Partner with Operations & professional services to design, configure & roll out the new WFM platform to best practice.
• Define & embed the processes, governance & operating model for the Planning & Insights function as it scales, acting as a visible AI adopter throughout.

What You’ll Bring to the Role:

• Demonstrable experience leading WFM for a multi‑site, multi‑market operation (BPO and/or in‑house), with full ownership of forecasting, capacity, scheduling & real‑time.
• A track record of building or significantly maturing CS analytics, performance reporting or insights functions, ideally including exec‑level reporting.
• Hands‑on experience implementing or significantly upgrading a WFM platform (e.g. Verint, NICE, injixo, Playvox, Tymeshift).
• Strong working knowledge of CS data tooling: Intercom, Metabase, Hex or comparable.
• Advanced analytical skills across Excel/Sheets, BI tooling & increasingly AI‑augmented workflows, with strong data storytelling for every level from frontline ops to ELT.
• Experience operating alongside BPO partners & managing the planning & performance interface with them.
• A strategic, proactive problem‑solver who is credible at ELT level, comfortable with ambiguity & resilient under pressure during peak periods & rapid change.
• Genuine AI fluency: Using AI tooling thoughtfully in your own work & comfortable championing adoption with others.
• Exposure to regulated industries (healthtech, healthcare, telemedicine, fintech) is a bonus.

Why Work With Us:

At HeliosX, we want to improve healthcare for everyone and need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketers, and customer care specialists committed to our mission – but we need more talented folks to join us, if we want to achieve our global ambitions.

Benefits:

• 25 days holiday plus UK Bank Holidays (excluding two per year).
• Private health insurance, along with extra dental and eye care cover.
• Enhanced parental leave.
• Cycle‑to‑work Scheme.
• Electric Car Scheme.
• Free Dermatica and MedExpress products each month, as well as family discounts.
• Home office allowance.
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription).