[Hiring] Marketplace Operations Manager II @Wheel

Role Description

We're looking for a Marketplace Operations Manager II to own visit delivery for a defined set of Wheel's client programs. 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. You'll take on the complex, ambiguous problems that come with scaling a fast-growing telehealth marketplace - from stabilizing a roster through demand volatility to leading cross-functional projects that shape how Marketplace Operations scales next.

You will own the visit delivery SLA commitments, program-level consult cost performance, and the roster health for your clients. Separate functions on the team own overall clinician supply forecasting, clinician performance management, and scheduling - freeing you up to optimize their use within your programs.

This is a role for someone who wants to run marketplace operations for key clients end-to-end: launching and configuring new client programs, writing the operational playbooks your programs run on, and deploying incentive spend within guardrails - while trusting peer functions to own adjacent responsibilities in order for you to maintain a singular, maniacal focus on client performance.

Qualifications

• An operator with experience working in fast-paced, high-demand environments.
• Experience owning end-to-end operational performance in a marketplace, logistics, or two-sided platform environment.
• Strategic thinker who connects day-to-day program performance to the bigger picture.
• A strong cross-functional partner and team player.
• Strong data fluency with hands-on experience in SQL, Looker, and Excel.
• A direct, clear communicator who authors and revises procedures.

Requirements

• Own marketplace performance outcomes for your assigned client programs: SLA attainment, program-level clinician pay cost, and roster/staffing health.
• Own roster composition and staffing strategy for your programs.
• Own operational data analytics and reporting for your programs.
• Partner with the Capacity Planner to understand near-term volatility and operational response.
• Optimize program-level clinician pay cost and deploy consult incentive spend within a defined budget.
• Author the real-time escalation and response playbook for your programs.
• Review agent actions and audit decisions for quality.
• Partner with clinician management peers to relay performance observations.
• Partner with Customer Success as the operational counterpart on the client's commercial relationship.
• Own launch supply-readiness with Provider Operations and the Capacity Planner.
• Lead new-client implementation and support strategic projects across Marketplace Operations.

Benefits

• Pay Range: $122,075- $155,000 plus equity.
• Medical, Dental and Vision.
• Ancillary: Life, Short and Long Term Disability.
• 401K match.
• Flexible PTO.
• Parental Leave.
• Stock options.
• Additional programs and perks.