Remote Backup Care Operations Lead

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

Benefits offered by this job

Remote work environment

Benefits within 30 days

401(k) with company match

Mental health benefits

Paid vacation (15 days)

Job summary

Wellthy is seeking a remote Backup Care Manager in the United States to lead a dedicated Backup Care team, oversee daily shift operations, and drive high-quality member support. You will coach staff, manage escalations, monitor real-time metrics, and collaborate across Care Operations, Product, and Finance to improve workflows.

The role emphasizes people leadership, operational judgment, and the adoption of AI-powered tools to scale the program as Wellthy grows, with a starting salary in the

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 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

Leadership

Coaching

Operations management

Customer service

Remote team leadership

AI tools familiarity

Education

Bachelor's degree or equivalent experience

Tools

AI-enabled workflows

Dashboard tools

Job description

Wellthy is seeking a remote Backup Care Manager in the United States to lead a dedicated Backup Care team, oversee daily shift operations, and drive high-quality member support. You will coach staff, manage escalations, monitor real-time metrics, and collaborate across Care Operations, Product, and Finance to improve workflows.

The role emphasizes people leadership, operational judgment, and the adoption of AI-powered tools to scale the program as Wellthy grows, with a starting salary in the