Remote Marketplace Operations Lead — SLA & Roster

Coinscapture; Northern (KY); Hybrid; USD 122,000 - 155,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short-Term Disability

Long-Term Disability

401K Match

Flexible PTO

Parental Leave

Stock Options

Job summary

Wheel is seeking a Marketplace Operations Manager II to own visit delivery for client programs and drive performance end-to-end. You will manage SLA attainment, roster health, and program costs, while building scalable playbooks and responding to volatility with cross-functional partners.

You will also analyze data using SQL, Looker, and Excel to inform strategic improvements. You’ll lead launches, optimize incentives within guardrails, and ensure operating rhythms support growth and client

Qualifications

• Experience owning end-to-end operational performance in a marketplace or platform.
• Strong data fluency with ability to pull SLA, utilization, and cost data.
• Ability to write and revise escalation playbooks and runbooks.
• Experience in fast-paced, high-demand environments.

Responsibilities

• Own marketplace performance outcomes (SLA attainment, program-level clinician pay cost, roster health).
• Own roster composition and staffing strategy for your programs.
• Own operational data analytics and reporting for your programs.
• Own the operating rhythm and upward performance visibility for your programs.
• Partner with the Capacity Planner to understand volatility and demand and own the operational response.
• Optimize program-level clinician pay cost and deploy incentive spend within budget.
• Write real-time escalation and response playbooks; audit agent decisions and refine.
• Partner with Customer Success on quarterly business reviews and client launches.

Tools

SQL

Looker

Excel

Job description

Wheel is seeking a Marketplace Operations Manager II to own visit delivery for client programs and drive performance end-to-end. You will manage SLA attainment, roster health, and program costs, while building scalable playbooks and responding to volatility with cross-functional partners.

You will also analyze data using SQL, Looker, and Excel to inform strategic improvements. You’ll lead launches, optimize incentives within guardrails, and ensure operating rhythms support growth and client