Director of Marketplace Operations, Wheel

• Leader with an ownership mindset and accountability for outcomes. 7-10+ years in marketplace operations, with at least 5+ years leading and scaling teams including managers
• Marketplace operator at heart. You've built and scaled operations at one of the most elite supply/demand marketplaces — Uber, Airbnb, DoorDash, Instacart, Lyft, Amazon, or similar. You deeply understand supply/demand dynamics
• Builder, hands-on with AI. You design and ship efficient operational workflows yourself. You've leveraged AI and agentic tools to streamline complex operations
• Expert at optimizing complex operations. You've designed and scaled marketplace processes, replaced manual workflows with durable systems, and made operations more efficient as the business grew
• Analytical problem-solver who drives data-driven decisions. Demonstrated expertise in data and modeling, including SQL and Excel
• Systems thinker. You see the marketplace as a system. You understand how supply behavior, demand patterns, product surfaces, and operational workflows interact, and you design feedback loops, not just dashboards
• Able to address near-term business challenges while also optimizing for the medium and long-term. You can move fast without losing sight of the durable build
• Experienced team manager. Track record of building and scaling effective teams — coaching, giving direct feedback, and developing people who go on to do bigger things
• Executive-ready. Comfortable presenting to and influencing senior leadership. You can take complex operational reality and translate it into a clear narrative
• Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role

Desirable

• Reports to: VP, Network Strategy & Operations
• We're looking for a Director, Marketplace Operations to lead the operational engine of Wheel's telehealth marketplace
• This is a leadership role for an experienced marketplace operator who wants to bring best-in-class marketplace thinking to one of the most consequential domains in modern care delivery
• You will own day-to-day operations of the marketplace end-to-end — performance for our enterprise clients, the systems and infrastructure that match clinician supply to client demand, and the operational standards that hold across our growing book of business
• You'll lead a team spanning supply programs, marketplace operations, real-time monitoring, scheduling, and analytics
• You will also own the staffing strategy that gets us there — designing the right workforce composition to achieve our growth goals while maximizing ROI to Wheel.You'll partner closely our Product team — including a newly formed Operational Intelligence function focused on agent-augmented operations — and our Customer Success team
• This is a builder's role
• We're investing meaningfully in the next phase of marketplace infrastructure: scaling how supply meets demand, advancing the systems that support continued growth, and defining how a modern marketplace team operates with humans and agents working together
• You will set the standard for that operating model
• Build, scale, and continuously evolve the systems and infrastructure that power how clinician supply meets client demand — going from 1-to-n on the scalable systems that drive completion rates, fulfillment, and SLA performance
• Partner with Provider Operations (recruiting and onboarding) and Capacity Planning to ensure supply readiness for new client launches and sustained performance as the marketplace grows
• Own capacity planning and staffing model strategy for the marketplace, overseeing the Capacity Planning function on demand forecasting, hiring targets, and workforce composition decisions that drive scalable supply
• Evolve the clinician scheduling function as a core lever of supply readiness — building workforce management capability and staffing strategies that scale with the business
• Stand up and own a 24/7 real-time monitoring function end-to-end — the people, the playbooks, and the tooling that keep the marketplace performing in production
• Define how breaches, supply gaps, demand spikes, and clinician behavior get detected, escalated, and resolved in real time
• Break down product and operational workflows impacting marketplace performance and visit completion, driving strategic projects and recommendations to address root causes
• Lead marketplace ownership for our largest enterprise client accounts, partnering with Client Success to meet contractual commitments and SLA performance expectations
• Drive operational accountability for the broader marketplace book — new client launches and program expansions, clinician roster strategy, utilization and earnings, activation and retention, churn operations, and the incentive levers used to manage supply
• Drive reporting, analytics, and data visibility across the team — performance dashboards, leadership materials, and the operational metrics that matter
• Lead and develop a team of humans and agents across supply programs, marketplace operations, real-time monitoring, scheduling, and analytics
• Drive OKRs, daily team management, coaching, performance management, and individual development against clear success metrics
• Build a team culture grounded in data-driven decision-making, operational rigor, and continuous improvement
• Invest in the team's AI literacy and data fluency — building the muscles needed to operate a modern marketplace team
• Build and evolve marketplace workflows and processes in conjunction with agentic operations — designing and scaling how humans and agents work together day-to-day
• Manage agents as part of the operational fabric — defining escalation thresholds, validating output quality, and running human-in-the-loop review where needed
• Partner with the VP, Network Strategy & Operations and Operational Intelligence product team to scale Wheel's marketplace
• Make sharp, defensible calls on what should be automated, what should be agentic, and where humans add the most leverage

• The role will remain open until July 31, 2026