Backup Care Manager

Hearstlab; New York (NY); Remote; USD 66,000 - 75,000; Full time

Benefits offered by this job

Remote work environment

Medical, dental, and vision benefits

Retirement savings account with 401(k)

Mental health benefits

Paid vacation and leave

Sick and Caregiving Days

Professional development initiatives

Parental leave

Job summary

Wellthy is seeking a Backup Care Manager to lead a team delivering exceptional support to members. You will oversee daily operations across shifts, balance speed, quality, productivity, and staff engagement while driving continuous improvement.

This role combines frontline leadership with operational execution; you will coach, manage escalations, monitor real-time performance, allocate resources as demand shifts, and partner with cross-functional teams to scale the Backup Care program.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years in customer/healthcare operations or care management.
• 2+ years leading teams of 10+ employees.
• Experience managing real-time operations in fast-paced settings.
• Strong coaching and performance-management skills.
• Comfort with AI-powered tools to boost productivity.

Responsibilities

• Lead and develop a Backup Care team across multiple shifts.
• Coach on-call handling, quality reviews, and growth conversations.
• Hire, onboard, train, and address performance concerns.
• Monitor queues, staffing, and real-time service metrics.
• Escalation point for complex member situations.
• Drive SOPs, training materials, and QA standards.
• Support rollout of AI-enabled workflows and new tools.

Skills

Customer ops leadership

Healthcare operations

Care management

Contact center leadership

Remote team leadership

AI tools usage

Education

Bachelor's degree or equivalent experience

Tools

AI tools

Job description

Wellthy is seeking a Backup Care Manager to lead a team responsible for delivering exceptional backup care experiences to members. You will oversee daily operations across multiple shifts, ensuring timely, high-quality support while balancing speed, quality, productivity, and team engagement.

This role combines frontline leadership with operational execution. You will coach and develop your team, manage escalations, monitor real-time performance, allocate resources as demand shifts, and drive continuous improvement across the Backup Care program. You will partner closely with Care Operations and cross-functional teams to improve workflows, solve operational challenges, and scale Backup Care as Wellthy continues to grow. This position reports directly to the COO, Backup Care.

Responsibilities will include:

• Lead, coach, and develop a team of Backup Care team members, fostering a culture of accountability, urgency, empathy, collaboration, and continuous improvement
• Conduct regular 1:1s, coaching sessions, quality reviews, and performance conversations to support growth and accountability
• Hire, onboard, train, and develop new team members while recognizing strong performance and addressing performance concerns promptly
• Build an engaged, high‑performing team and ensure appropriate staffing and coverage across assigned shifts
• Lead day‑to‑day shift operations by monitoring queues, workload distribution, staffing levels, and real‑time service metrics
• Partner with other Backup Care Managers to ensure seamless shift transitions and consistent service delivery
• Monitor fulfillment rates, SLAs, queue health, and staffing levels throughout the shift, proactively adjusting resources to meet changing member demand
• Serve as the primary escalation point for complex member situations, providing timely resolution while balancing member experience and business objectives
• Coach specialists through challenging cases, ensure consistent application of policies, and identify trends that drive long‑term process improvements
• Own team performance across key operational metrics, using dashboards, QA reviews, member feedback, and data to identify coaching opportunities and improve results
• Remove operational barriers, improve workflows, and contribute to Standard Operating Procedures (SOPs), playbooks, training materials, and quality standards
• Support the rollout and adoption of new tools, technologies, and AI‑enabled workflows that improve efficiency and service quality
• Partner with Care Operations, Product, Engineering, Client Success, Finance, Legal, and other cross‑functional teams to improve processes, support new initiatives, communicate operational risks, and ensure consistent execution across the Backup Care program

You’re a great fit if you:

• Have a bachelor’s degree or equivalent experience
• Have 5+ years in customer operations, healthcare operations, care management, contact center leadership, hospitality, staffing, or similar service environment
• Have 2+ years leading teams of 10+ employees
• Demonstrate experience managing real‑time operations in a fast‑paced environment
• Possess strong coaching and performance management skills
• Have excellent judgment and ability to make decisions under pressure
• Have experience using operational metrics to improve team performance
• Possess strong written and verbal communication skills
• Have experience leading remote teams (preferred)
• Are comfortable using AI‑powered tools and emerging technology to improve productivity and service quality
• Are open to learning, experimenting, and evolving, with curiosity around how tools like AI can support your workflow or help families more effectively

Success in this role will be measured by:

• Member Satisfaction (CSAT)
• Speed to First Response
• Speed to Fulfillment
• Fulfillment Rate
• SLA Adherence
• Quality Assurance Scores
• Team Productivity
• Employee Engagement and Retention
• Escalation Resolution
• Continuous Improvement Initiatives
• Total Compensation

The starting salary for this position is $66,000-$75,000.

Additional benefits include:

• Remote work environment
• Medical, dental, and vision benefits within 30 days of hire
• Retirement savings account with matching company contributions
• Mental health benefits
• 15 days paid vacation, with two additional days for each subsequent year (up to a maximum of 25 days)
• Sick and Caregiving Days
• Professional development initiatives for growth
• Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) and pregnancy loss leave

Role Requirements

To work remotely, you must have a strong internet connection, quiet space to take calls, and a professional (distraction‑free) environment. You are required to work from a private, dedicated, distraction‑free space with secure (not public) internet and phone access.

Wellthy is not currently accepting candidates in the following states: Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, and West Virginia.