Marketplace Operations Manager II
New
W
WheelTelehealth
Remote, USAFull-TimeManager
Salary$122,075- $155,000 plus equity
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Job Details
- Required Skills
- SQLMicrosoft ExcelLookerData analytics
Requirements
- Experience owning end-to-end operational performance in a marketplace, logistics, or two-sided platform environment.
- Direct accountability for SLA, throughput, or cost performance metrics.
- Strong data fluency with the ability to pull and analyze utilization, breach-pattern, and profitability data.
- Proficiency in SQL, Looker, and Excel.
- Demonstrated ability to author and revise operational procedures, playbooks, and runbooks.
- Strategic mindset to translate performance data into structural process improvements.
- Strong cross-functional partnership skills to drive outcomes through peer teams.
- Experience digging into details to identify root causes and build sustainable process fixes.
- Exposure to multi-state licensure, credentialing, or regulated-workforce dynamics (nice to have).
- Experience in healthcare, telehealth, or regulated-workforce industries (nice to have).
Responsibilities
- Own marketplace performance outcomes including SLA attainment, clinician pay cost, and roster/staffing health for assigned client programs.
- Build and adjust roster composition and staffing strategies to ensure SLA compliance through demand volatility.
- Manage operational data analytics and reporting to identify trends and drive performance improvements.
- Optimize program-level clinician pay costs and deploy consult incentive budgets.
- Author and refine real-time escalation and response playbooks for AI agent execution.
- Audit agent decisions and performance to identify policy drift and process mistakes.
- Lead new-client implementation and program configuration in partnership with cross-functional teams.
- Support quarterly business reviews and client performance reporting.
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