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Salary: USD 122,075 - 155,000 / annual
Wheel is a healthcare technology platform that enables companies to deliver high-quality virtual care at scale through configurable programs, consumer interfaces, and a nationwide network of board-certified clinicians.
As Marketplace Operations Manager II, you will own visit delivery and operational performance for a defined set of client programs. This is a hands-on operator role with direct accountability for critical business outcomes, even when some levers sit with peer functions.
Key Responsibilities:
Program Performance & Delivery: Own marketplace performance outcomes (SLA attainment, program-level clinician pay cost, roster health) for assigned client programs. Build and adjust rosters to ensure SLA through client growth, churn, and volatility. Own operational data analytics—pulling utilization, breach-pattern, and profitability data yourself and converting it into recommendations. Establish operating rhythm and upward performance visibility through recurring performance reviews. Partner with Capacity Planner to understand near-term volatility and own operational response (escalation thresholds, incentive levers, roster mix).
Cost & Incentives: Optimize program-level clinician pay cost and deploy consult incentive spend within defined budget. Own cost plans and variance accountability. Partner with Director of Marketplace on cost-per-consult targets and keep lever costs calibrated for appropriate incentive deployment.
Real-Time Response & Agent Oversight: Author real-time escalation and response playbooks (thresholds, corrective actions, escalation triggers). Review how AI agents execute against your playbook—audit decisions for quality, catch policy drift, and feed corrections back. You are the human-in-the-loop ensuring automated responses remain trustworthy. Partner with clinician management peers to relay performance observations and identify roster improvements.
Client Launches & Partnership: Partner with Customer Success as operational counterpart on client relationships, supporting quarterly business reviews. Own launch supply-readiness with Provider Operations and Capacity Planner—ensure clinicians are credentialed, licensed, and activated at required volume before go-live. Lead new-client implementation (configuration, setup) and own expansions for existing programs. Support strategic projects across Marketplace Operations.
Requirements:
- Experience working in fast-paced, high-demand environments; ability to dig into details, find root cause, spot broken processes, and build fixes
- Direct experience owning end-to-end operational performance in marketplace, logistics, or two-sided platform environments (delivery, rideshare, staffing, workforce management) with accountability for SLA, throughput, or cost
- Strategic thinking: ability to connect day-to-day program performance to bigger picture and zoom in/out to spot structural patterns and execute fixes
- Strong cross-functional partnership and team-player mentality; ability to drive outcomes through peer teams without owning every lever
- Strong data fluency: hands-on with SQL, Looker, and Excel; ability to pull and interrogate SLA, completion, utilization, and cost-to-plan data independently
- Direct, clear communicator who authors and revises operational procedures (escalation playbooks, response plans, launch runbooks)
Nice to Have:
- Exposure to multi-state licensure, credentialing, or regulated-workforce dynamics
- Experience launching or configuring new client programs in marketplace or platform business
- Healthcare, telehealth, or regulated-workforce experience
- Marketplace or platform experience
