Marketplace Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of marketplace performance outcomes for designated client programs, including the achievement of SLA, clinician pay costs at the program level, and overall roster/staffing health.

• Manage roster composition and staffing strategies to ensure SLA compliance amidst client growth, churn, and short-term fluctuations.

• Analyze data related to utilization, breach patterns, and profitability, transforming insights into actionable recommendations.

• Maintain operational rhythm and enhance performance visibility through regular reviews of SLA, utilization, and cost metrics.

• Collaborate with the Capacity Planner to address demand volatility, overseeing operational responses that include escalation thresholds, incentive mechanisms, and roster composition.

• Optimize clinician pay costs at the program level while effectively deploying consult incentive spending within a specified budget.

• Develop program cost plans and manage variances in coordination with the Director of Marketplace.

• Create real-time escalation and response playbooks.

• Review and audit AI agent decisions, identify any policy drifts or errors, and enhance playbooks and agent logic accordingly.

• Work alongside clinician management peers to improve performance observations and roster effectiveness.

• Assist in quarterly business reviews with Customer Success teams.

• Ensure launch supply-readiness in collaboration with Provider Operations and the Capacity Planner.

• Lead the implementation, configuration, setup, and expansion of new client programs.

• Support strategic projects within Marketplace Operations.

⛳️ Requirements

• Proven experience in fast-paced, high-demand work environments.

• Demonstrated ownership of end-to-end operational performance within a marketplace, logistics, or two-sided platform setting.

• Direct responsibility for SLA, throughput, or cost metrics.

• Strong strategic thinking capabilities, with the ability to link daily program performance to larger structural enhancements.

• Excellent cross-functional collaboration skills.

• High level of data fluency.

• Practical experience with SQL, Looker, and Excel.

• Exceptional direct communication skills.

• Experience in drafting and revising escalation playbooks, response plans, and launch runbooks.

• Familiarity with multi-state licensure, credentialing, or dynamics of regulated workforces is preferred.

• Experience in launching or configuring new client programs within a marketplace or platform business is advantageous.

• Background in healthcare, telehealth, or regulated workforce environments is a plus.

• Experience in marketplace or platform contexts is desirable.

• Must be legally authorized to work in the United States.

• Wheel is unable to provide sponsorship for employment authorization for this position.

🏝️ Benefits

• Equity

• Medical, Dental, and Vision coverage

• Life, Short and Long Term Disability insurance

• 401K matching

• Flexible PTO

• Parental Leave

• Stock options

• Additional programs and perks