Backup Care Manager

This is a fully remote position, open to applicants in Alabama, +35 more states.

📋 Description

• Lead a team of Backup Care staff members to provide backup care experiences for Wellthy members.

• Supervise daily operations across various shifts.

• Mentor and develop team members through one-on-one meetings, coaching sessions, quality reviews, and performance discussions.

• Recruit, onboard, train, and nurture new team members.

• Ensure appropriate staffing and coverage during assigned shifts.

• Oversee queues, workload distribution, staffing levels, and real-time service metrics.

• Facilitate smooth shift transitions and maintain consistent service delivery.

• Track fulfillment rates, service level agreements (SLAs), queue health, and staffing levels, adjusting resources according to fluctuating demand.

• Act as the primary escalation point for complex member issues.

• Guide specialists through difficult cases and identify trends for process improvements.

• Manage team performance metrics utilizing dashboards, quality assurance reviews, member feedback, and data analysis.

• Enhance workflows and contribute to standard operating procedures (SOPs), playbooks, training materials, and quality standards.

• Assist in the rollout and adoption of new tools, technologies, and AI-enabled workflows.

• Collaborate with Care Operations, Product, Engineering, Client Success, Finance, Legal, and other cross-functional teams.

• Report directly to the COO of Backup Care.

⛳️ Requirements

• Bachelor's degree preferred or equivalent professional experience.

• Over 5 years of experience in customer operations, healthcare operations, care management, contact center leadership, hospitality, staffing, or a similar service field.

• At least 2 years of experience in leading teams of 10 or more employees.

• Proven experience in managing real-time operations in a high-paced environment.

• Strong skills in coaching and performance management.

• Excellent judgment and the ability to make decisions under pressure.

• Experience utilizing operational metrics to enhance team performance.

• Exceptional written and verbal communication skills.

• Experience in leading remote teams is preferred.

• Comfortable using AI-powered tools and emerging technologies to boost productivity and service quality.

• Reliable internet connection, quiet space for calls, and a professional environment free of distractions.

• Secure and private internet and phone access.

• Dedicated and private workspace suitable for managing sensitive information.

🏝️ Benefits

• Remote work environment.

• Medical, dental, and vision benefits available within 30 days of hire.

• Retirement savings plan with company matching contributions.

• Mental health benefits.

• 15 days of paid vacation, with an additional two days for each subsequent year (up to a maximum of 25 days).

• Sick and caregiving days.

• Professional development initiatives for career growth.

• Generous parental leave (both maternal and paternal) during the first year of a new child’s life (whether born into the family or adopted).