Backup Care Manager
New
W
WellthyCare Management
USFull-TimeManager
Salary66,000 - 75,000 USD per year
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Job Details
- 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.
- Required Skills
- Data AnalysisOperations ManagementQuality AssuranceProcess improvement
Requirements
- 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.
- Bachelor's degree preferred or equivalent experience.
- Experience leading remote teams is preferred.
- Comfortable using AI-powered tools and emerging technology to improve productivity and service quality.
- Ability to work in a private, dedicated, and distraction-free home office environment with secure internet access.
Responsibilities
- Lead, coach, and develop a team of Backup Care team members, fostering a culture of accountability, urgency, empathy, collaboration, and continuous improvement.
- Conduct regular 1:1s, coaching sessions, quality reviews, and performance conversations to support growth and accountability.
- Hire, onboard, train, and develop new team members while recognizing strong performance and addressing performance concerns promptly.
- Lead day-to-day shift operations by monitoring queues, workload distribution, staffing levels, and real-time service metrics.
- Serve as the primary escalation point for complex member situations, providing timely resolution while balancing member experience and business objectives.
- Own team performance across key operational metrics using data to identify coaching opportunities and improve results.
- Partner with cross-functional teams to improve processes, support new initiatives, and ensure consistent execution across the program.
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