Marketplace Operations Manager

Join Wheel, a fast-growing telehealth marketplace, as a Marketplace Operations Manager II. In this role, you will own visit delivery for a defined set of client programs, tackle complex problems related to scaling the marketplace, and optimize program performance and delivery. You will also be responsible for cost and incentives, real-time response and agent oversight, and client launches and partnership. This is an operator's role for someone who wants day-to-day ownership of critical business outcomes and has experience in marketplace or platform environments.

• Assumer la responsabilité de la performance opérationnelle des programmes clients assignés, y compris l'atteinte des SLA, le coût de la rémunération des cliniciens et la santé des effectifs.
• Développer et ajuster les effectifs pour garantir le respect des SLA en fonction de la croissance, du roulement et de la volatilité à court terme des clients.
• Collaborer avec les équipes interfonctionnelles pour comprendre la volatilité à court terme et son impact sur la demande des clients, et être responsable de la réponse opérationnelle.

• This is an operator's role for someone who wants day-to-day ownership of critical business outcomes - and can carry that accountability even when some levers live with peer functions
• Experience owning end-to-end operational performance in a marketplace, logistics, or two-sided platform environment (delivery, rideshare, staffing, workforce management) - direct accountability for SLA, throughput, or cost
• A direct, clear communicator who authors and revises the procedures your programs run on - escalation playbooks, response plans, launch runbooks - rather than only following ones someone else wrote
• Strong data fluency. You pull and interrogate your own SLA, completion, utilization, and cost-to-plan data and drive decisions from it - hands-on with SQL, Looker, and Excel - rather than waiting for someone to translate it for you
• A strong cross-functional partner and team player - you know how to work through peer teams and different personalities to drive your program's outcomes, even when you don't own every lever yourself
• Strategic thinker who connects day-to-day program performance to the bigger picture - you can zoom out from a single roster or escalation to spot the pattern worth fixing structurally, and zoom back in to execute it
• An operator with experience working in fast-paced, high-demand environments - someone who digs into the details to find root cause, spots broken or inefficient processes, and builds the fix rather than just flagging the problem
• If you meet most of the core requirements, we encourage you to apply
• Exposure to multi-state licensure, credentialing, or other regulated-workforce dynamics
• Experience launching or configuring new client programs in a marketplace or platform business
• Healthcare, telehealth, or regulated-workforce experience
• Marketplace or platform experience