Marketplace Operations Manager, Wheel

• This is an operator's role for someone who wants day-to-day ownership of critical business outcomes - and can carry that accountability even when some levers live with peer functions
• An operator with experience working in fast-paced, high-demand environments - someone who digs into the details to find root cause, spots broken or inefficient processes, and builds the fix rather than just flagging the problem
• Experience owning end-to-end operational performance in a marketplace, logistics, or two-sided platform environment (delivery, rideshare, staffing, workforce management) - direct accountability for SLA, throughput, or cost
• Strategic thinker who connects day-to-day program performance to the bigger picture - you can zoom out from a single roster or escalation to spot the pattern worth fixing structurally, and zoom back in to execute it
• A strong cross-functional partner and team player - you know how to work through peer teams and different personalities to drive your program's outcomes, even when you don't own every lever yourself
• Strong data fluency. You pull and interrogate your own SLA, completion, utilization, and cost-to-plan data and drive decisions from it - hands-on with SQL, Looker, and Excel - rather than waiting for someone to translate it for you
• A direct, clear communicator who authors and revises the procedures your programs run on - escalation playbooks, response plans, launch runbooks - rather than only following ones someone else wrote
• If you meet most of the core requirements, we encourage you to apply

Desirable

• We're looking for a Marketplace Operations Manager II to own visit delivery for a defined set of Wheel's client programs
• You'll take on the complex, ambiguous problems that come with scaling a fast-growing telehealth marketplace - from stabilizing a roster through demand volatility, to leading cross-functional projects that shape how Marketplace Operations scales next
• You will own the visit delivery SLA commitments, program-level consult cost performance, and the roster health for your clients. Separate functions on the team own overall clinician supply forecasting, clinician performance management, and scheduling - freeing you up to optimize their use within your programs
• This is a role for someone who wants to run marketplace operations for key clients end-to-end: launching and configuring new client programs, writing the operational playbooks your programs run on, and deploying incentive spend within guardrails - while trusting peer functions to own adjacent responsibilities in order for you to maintain a singular, maniacal focus on client performance
• Program Performance and Delivery:
• Own marketplace performance outcomes (contractual and otherwise) for your assigned client programs: SLA attainment, program-level clinician pay cost, and roster/staffing health
• Own roster composition and staffing strategy for your programs, building and adjusting rosters to ensure SLA through client growth, churn, and short-term volatility
• Own operational data analytics and reporting for your programs - pulling and interrogating utilization, breach-pattern, and profitability data yourself and turning it into recommendations and actions
• Own the operating rhythm and upward performance visibility for your programs: recurring performance reviews of SLA, utilization, and cost that turns into actions
• Partner with the Capacity Planner to understand near-term volatility and how it may affect client demand (ie demand surges, modality changes, etc) and own the operational response for your programs (escalation thresholds, incentive levers, roster mix) to keep the program on track
• Cost and Incentives:
• Optimize program-level clinician pay cost and deploy consult incentive spend within a defined budget
• Own the cost plan for your programs and be accountable to variance - partner with the Director of Marketplace on expected cost-per-consult, and keep your lever costs calibrated so you know how to deploy your incentives appropriately
• Real-Time Response and Agent Oversight:
• Author the real-time escalation and response playbook your programs run on: thresholds, approved corrective actions, escalation triggers. Real-time monitoring and AI agents execute against the playbook you write, and you refine how they act on your programs as their capabilities grow
• Review how the agents act on your programs - audit their decisions for quality, catch policy drift or mistakes early, and feed corrections back into the playbook and the agent logic. You're the human-in-the-loop that keeps automated responses trustworthy on your book
• Partner with clinician management peers to relay clinician performance observations that impact your programs and to identify roster improvements that will drive your client performance
• Client Launches and Partnership:
• Partner with Customer Success as the operational counterpart on the client's commercial relationship - supporting quarterly business reviews and the real-world story behind client performance
• Own launch supply-readiness with Provider Operations and the Capacity Planner - ensuring clinicians are credentialed, licensed, and activated in the right states, at the volume the program needs, before go-live
• Lead new-client implementation - configuration and setup - as part of cross functional onboarding teams, and own expansions for programs you already run
• Support strategic projects across Marketplace Operations as they arise