Marketplace Operations Manager

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $122.1k - $155k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Wheel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

Wheel is a leading platform for consumer-centric virtual care, designed to provide personalized, convenient, and comprehensive healthcare. Wheel offers a seamless virtual care solution for both companies and clinicians, enabling businesses to easily grow their healthcare offerings and deliver high-quality care at scale. For clinicians, Wheel provides a flexible and rewarding platform that allows them to work with multiple companies under one schedule and contract, all while operating remotely. The company partners with digital health companies, health plans, life sciences companies, and retailers to offer services including convenience care, urgent care, and condition-specific care programs. Trusted by Fortune 50 companies and supported by a robust clinician network, Wheel has facilitated over five million patient visits and maintains a high clinician satisfaction rate.

📋 Description

• Own marketplace performance outcomes for assigned client programs, including SLA attainment, program-level clinician pay cost, and roster/staffing health • Own roster composition and staffing strategy to maintain SLA through client growth, churn, and short-term volatility • Analyze utilization, breach-pattern, and profitability data and turn findings into recommendations and actions • Own operating rhythm and upward performance visibility through recurring SLA, utilization, and cost reviews • Partner with the Capacity Planner on demand volatility and own operational responses involving escalation thresholds, incentive levers, and roster mix • Optimize program-level clinician pay cost and deploy consult incentive spend within a defined budget • Own program cost plans and manage variance with the Director of Marketplace • Author real-time escalation and response playbooks • Review and audit AI agent decisions, identify policy drift or mistakes, and improve playbooks and agent logic • Partner with clinician management peers on performance observations and roster improvements • Support quarterly business reviews with Customer Success • Own launch supply-readiness with Provider Operations and the Capacity Planner • Lead new-client implementation, configuration, setup, and program expansions • Support strategic Marketplace Operations projects

🎯 Requirements

• Experience working in fast-paced, high-demand environments • Experience owning end-to-end operational performance in a marketplace, logistics, or two-sided platform environment • Direct accountability for SLA, throughput, or cost • Strong strategic thinking and ability to connect day-to-day program performance to broader structural improvements • Strong cross-functional partnership skills • Strong data fluency • Hands-on experience with SQL, Looker, and Excel • Strong direct and clear communication skills • Experience authoring and revising escalation playbooks, response plans, and launch runbooks • Exposure to multi-state licensure, credentialing, or regulated-workforce dynamics is a nice-to-have • Experience launching or configuring new client programs in a marketplace or platform business is a nice-to-have • Healthcare, telehealth, or regulated-workforce experience is a nice-to-have • Marketplace or platform experience is a nice-to-have • Legally authorized to work in the United States • Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position

🏖️ Benefits

• Equity • Medical, Dental and Vision • Life, Short and Long Term Disability • 401K match • Flexible PTO • Parental Leave • Stock options • Additional programs and perks