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Director, Marketplace Operations

Location: USA Remote · Austin, TX preferred, Chicago, Atlanta, Bay Area, Seattle, New York or Denver also considered as well as all US locations for the right candidate

Reports to: VP, Network Strategy & Operations

About Wheel

Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com.

About the Role

We're looking for a Director, Marketplace Operations to lead the operational engine of Wheel's telehealth marketplace. This is a leadership role for an experienced marketplace operator who wants to bring best-in-class marketplace thinking to one of the most consequential domains in modern care delivery.

You will own day-to-day operations of the marketplace end-to-end — performance for our enterprise clients, the systems and infrastructure that match clinician supply to client demand, and the operational standards that hold across our growing book of business. You'll lead a team spanning supply programs, marketplace operations, real-time monitoring, scheduling, and analytics. You will also own the staffing strategy that gets us there — designing the right workforce composition to achieve our growth goals while maximizing ROI to Wheel.You'll partner closely our Product team — including a newly formed Operational Intelligence function focused on agent-augmented operations — and our Customer Success team.

This is a builder's role. We're investing meaningfully in the next phase of marketplace infrastructure: scaling how supply meets demand, advancing the systems that support continued growth, and defining how a modern marketplace team operates with humans and agents working together. You will set the standard for that operating model.

What You'll Do

Marketplace Operations

• Build, scale, and continuously evolve the systems and infrastructure that power how clinician supply meets client demand — going from 1-to-n on the scalable systems that drive completion rates, fulfillment, and SLA performance

• Partner with Provider Operations (recruiting and onboarding) and Capacity Planning to ensure supply readiness for new client launches and sustained performance as the marketplace grows

• Own capacity planning and staffing model strategy for the marketplace, overseeing the Capacity Planning function on demand forecasting, hiring targets, and workforce composition decisions that drive scalable supply

• Evolve the clinician scheduling function as a core lever of supply readiness — building workforce management capability and staffing strategies that scale with the business

• Stand up and own a 24/7 real-time monitoring function end-to-end — the people, the playbooks, and the tooling that keep the marketplace performing in production

• Define how breaches, supply gaps, demand spikes, and clinician behavior get detected, escalated, and resolved in real time

• Break down product and operational workflows impacting marketplace performance and visit completion, driving strategic projects and recommendations to address root causes

Marketplace Performance

• Lead marketplace ownership for our largest enterprise client accounts, partnering with Client Success to meet contractual commitments and SLA performance expectations

• Drive operational accountability for the broader marketplace book — new client launches and program expansions, clinician roster strategy, utilization and earnings, activation and retention, churn operations, and the incentive levers used to manage supply

• Drive reporting, analytics, and data visibility across the team — performance dashboards, leadership materials, and the operational metrics that matter

Team Management

• Lead and develop a team of humans and agents across supply programs, marketplace operations, real-time monitoring, scheduling, and analytics

• Drive OKRs, daily team management, coaching, performance management, and individual development against clear success metrics

• Build a team culture grounded in data-driven decision-making, operational rigor, and continuous improvement

• Invest in the team's AI literacy and data fluency — building the muscles needed to operate a modern marketplace team

Automation & AI Strategy

• Build and evolve marketplace workflows and processes in conjunction with agentic operations — designing and scaling how humans and agents work together day-to-day

• Manage agents as part of the operational fabric — defining escalation thresholds, validating output quality, and running human-in-the-loop review where needed

• Partner with the VP, Network Strategy & Operations and Operational Intelligence product team to scale Wheel's marketplace

• Make sharp, defensible calls on what should be automated, what should be agentic, and where humans add the most leverage

Who You Are

• Leader with an ownership mindset and accountability for outcomes. 7-10+ years in marketplace operations, with at least 5+ years leading and scaling teams including managers.

• Marketplace operator at heart. You've built and scaled operations at one of the most elite supply/demand marketplaces — Uber, Airbnb, DoorDash, Instacart, Lyft, Amazon, or similar. You deeply understand supply/demand dynamics.

• Builder, hands-on with AI. You design and ship efficient operational workflows yourself. You've leveraged AI and agentic tools to streamline complex operations

• Expert at optimizing complex operations. You've designed and scaled marketplace processes, replaced manual workflows with durable systems, and made operations more efficient as the business grew.

• Analytical problem-solver who drives data-driven decisions. Demonstrated expertise in data and modeling, including SQL and Excel.

• Systems thinker. You see the marketplace as a system. You understand how supply behavior, demand patterns, product surfaces, and operational workflows interact, and you design feedback loops, not just dashboards.

• Able to address near-term business challenges while also optimizing for the medium and long-term. You can move fast without losing sight of the durable build.

• Experienced team manager. Track record of building and scaling effective teams — coaching, giving direct feedback, and developing people who go on to do bigger things.

• Executive-ready. Comfortable presenting to and influencing senior leadership. You can take complex operational reality and translate it into a clear narrative.

Nice to Have

• Healthcare, telehealth, or workforce management experience

• Familiarity with multi-state clinician workforce dynamics — including licensure, credentialing, and 1099 vs. W-2 structures

• Experience standing up agent-augmented operational workflows from the ground up

• Background in workforce management, scheduling systems, or supply optimization at a regulated workforce marketplace

Salary and Perks

Pay Range: $185,000 - 215,000 base compensation. There is a 10% bonus in addition to base compensation.

Final offer amounts are determined by multiple factors including, but not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations. The role will remain open until July 31, 2026.

Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position. Any eligible candidate that meets the essential criteria of the role may apply via the job posting or through Wheel’s career page up until the designated application deadline.

As an employee of Wheel, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including:

• Medical, Dental and Vision

• Ancillary: Life, Short and Long Term Disability

• 401K match

• Flexible PTO

• Parental Leave

• Stock options

• Additional programs and perks

Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role.