Backup Care Team Lead

Wellthy; United States; Remote; USD 66,000 - 75,000; Full time

Benefits offered by this job

Remote work environment

Medical, dental, and vision benefits

Retirement savings with company match

Mental health benefits

15 days paid vacation (increasing with

2 extra days per year (to 25)

Sick and caregiving days

Professional development initiatives

Generous parental leave

Job summary

Wellthy is actively seeking a Backup Care Manager to lead a remote US-based team delivering best-in-class backup care experiences for Wellthy members. You’ll oversee shifts, balance speed and quality, coach staff, and drive continuous program improvements.

You will partner with Care Operations and cross-functional teams to optimize workflows, scale the backup care program, and ensure consistent service delivery across time zones, while maintaining a high standard of member satisfaction.

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• 5+ years in customer operations, healthcare operations, care management, contact center leadership, hospitality, staffing, or similar service environment.
• 2+ years leading teams of 10+ employees.
• Demonstrated experience managing real-time operations in a fast-paced environment.
• Strong coaching and performance management skills.
• Experience using operational metrics to improve team performance.
• Comfortable using AI-powered tools and emerging technology to improve productivity and service quality.

Responsibilities

• Lead and develop the Backup Care team, fostering accountability, urgency, empathy, collaboration, and continuous improvement.
• Manage day-to-day shift operations, queues, workload distribution, and real-time service metrics.
• Serve as primary escalation point for complex member situations and coach specialists through challenging cases.
• Own team performance using dashboards, QA, and feedback to identify coaching opportunities.
• Collaborate with Care Operations, Product, Engineering, Client Success, Finance, Legal, and others to improve processes and communicate risks.
• Support rollout of new tools, technologies, and AI-enabled workflows to improve efficiency and service quality.

Skills

People leadership

Coaching

Operations management

Customer service

AI tools

Education

Bachelor’s degree or equivalent experience

Tools

CRM systems

AI-enabled tools

Job description

Wellthy is actively seeking a Backup Care Manager to lead a remote US-based team delivering best-in-class backup care experiences for Wellthy members. You’ll oversee shifts, balance speed and quality, coach staff, and drive continuous program improvements.

You will partner with Care Operations and cross-functional teams to optimize workflows, scale the backup care program, and ensure consistent service delivery across time zones, while maintaining a high standard of member satisfaction.