[Hiring] Backup Care Manager @Wellthy

Role Description

As our Backup Care Manager, you will lead a team of Backup Care team members responsible for delivering exceptional backup care experiences to Wellthy members. You'll oversee daily operations across multiple shifts, ensuring members receive timely, high-quality support while balancing speed, quality, productivity, and team engagement.

This role combines frontline leadership with operational execution. You'll:

• Coach and develop your team
• Manage escalations
• Monitor real-time performance
• Allocate resources as demand shifts
• Drive continuous improvement across the Backup Care program

Success in this role requires strong people leadership, operational judgment, and the ability to make confident decisions in a fast-paced environment. You'll partner closely with Care Operations and cross-functional teams to improve workflows, solve operational challenges, and scale Backup Care as Wellthy continues to grow.

You will report directly to the COO, Backup Care.

Qualifications

• Open to learning, experimenting, and evolving
• Comfort with emerging technology and curiosity around how tools like AI can support your workflow
• 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

Requirements

• Member Satisfaction (CSAT)
• Speed to First Response
• Speed to Fulfillment
• Fulfillment Rate
• SLA Adherence
• Quality Assurance Scores
• Team Productivity
• Employee Engagement and Retention
• Escalation Resolution
• Continuous Improvement Initiatives

Benefits

• The starting salary for this position is $66,000-$75,000
• Remote work environment
• Medical, dental and vision benefits within 30 days of hire
• Retirement saving account with matching company contributions
• Mental health benefits
• 15 days paid vacation, two additional days for each subsequent year (up to a maximum of 25 days)
• Sick and Caregiving Days
• Professional development initiatives for growth
• Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) and pregnancy loss leave

Company Description

At Wellthy, we dream of a world where everyone has the care infrastructure they need to manage their own health and the health and well-being of their loved ones. We’re building something new in the care space - reimagining how care is delivered, accessed, and supported by families around the globe.

We partner with leading companies including more than 40 Fortune 500 companies to support the care needs of their workforces globally. We also work alongside health plans and carriers to embed care support into their offerings, enhancing the experience and outcomes for members.