Remote Backup Care Manager - Lead, Optimize & Scale

Socket.dev; United States; On-site; USD 66,000 - 75,000; Full time

Benefits offered by this job

Remote work environment

Benefits within 30 days of hire

Retirement match (401k)

Mental health benefits

Paid vacation (15 days +)

Sick and caregiving days

Professional development

Parental leave

Job summary

Wellthy is seeking a remote Backup Care Manager in the United States to lead a multi-shift team delivering high-quality backup care experiences to members. You will oversee daily operations, coach staff, manage escalations, and drive improvements across workflows and SOPs.

You will report to the COO, Backup Care, and collaborate with cross-functional teams to optimize performance and implement AI-enabled enhancements for efficiency and service quality.

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.
• Excellent judgment and ability to make decisions under pressure.
• Experience using operational metrics to improve team performance.
• Strong written and verbal communication skills.
• Experience leading remote teams is preferred.
• Comfortable using AI-powered tools and emerging technology to improve productivity and service quality.

Responsibilities

• 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.

Skills

Strong communication skills

People leadership

Remote work experience

Coaching & performance management

Decision making under pressure

Using operational metrics to improve |

Education

Bachelor's degree preferred or equivalent experience

Job description

Wellthy is seeking a remote Backup Care Manager in the United States to lead a multi-shift team delivering high-quality backup care experiences to members. You will oversee daily operations, coach staff, manage escalations, and drive improvements across workflows and SOPs.

You will report to the COO, Backup Care, and collaborate with cross-functional teams to optimize performance and implement AI-enabled enhancements for efficiency and service quality.