Marketplace Operations Manager

Wheel; United States; Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

Flexible PTO policy

Home office stipend

Flexible WFH policy

Paid parental leave

Personal growth stipend

Job summary

Wheel is seeking a Marketplace Operations Manager II to own visit delivery for select client programs. You will stabilize rosters, manage SLA, and drive program-level performance in a fast-growing telehealth marketplace.

You will configure new client programs, write operational playbooks, and deploy incentives within guardrails while coordinating with peer functions to keep client performance front and center.

Qualifications

• Strong data fluency and ability to pull SLA, utilization and cost data.
• Hands-on experience with SQL, Looker and Excel.
• Cross-functional collaboration to drive program outcomes.

Responsibilities

• Own visit delivery SLA commitments and roster health for client programs.
• Configure and launch new client programs, write operational playbooks.
• Monitor performance, analyze data, and drive actions to improve outcomes.
• Lead real-time escalation playbooks and ensure trustworthy automated responses.
• Partner with Customer Success and Capacity Planner on demand and staffing.

Skills

SQL

Looker

Excel

Data analysis

Job description

• 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

Benefits

• Medical, vision, and dental insurance
• Flexible PTO policy
• $500 home office stipend
• Flexible WFH policy
• Paid parental leave
• $5250 personal growth stipend

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 functionsExperience 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 costA 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 wroteStrong 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 youA 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 yourselfStrategic 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 itAn 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 problemExposure to multi-state licensure, credentialing, or other regulated-workforce dynamicsExperience launching or configuring new client programs in a marketplace or platform businessHealthcare, telehealth, or regulated-workforce experienceMarketplace or platform experience