Backup Care Manager

About the role

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 front-line leadership with operational execution. You'll coach and develop your team, manage escalations, monitor real-time performance, allocate resources as demand shifts, and 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.

Responsibilities

• Leadership & Team Development
  • 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.
  • Build an engaged, high-performing team and ensure appropriate staffing and coverage across assigned shifts.
• Shift Operations & Service Delivery
  • Lead day-to-day shift operations by monitoring queues, workload distribution, staffing levels, and real-time service metrics.
  • Partner with other Backup Care Managers to ensure seamless shift transitions and consistent service delivery.
  • Monitor fulfillment rates, SLAs, queue health, and staffing levels throughout the shift, proactively adjusting resources to meet changing member demand.
• Member Experience & Escalation Management
  • Serve as the primary escalation point for complex member situations, providing timely resolution while balancing member experience and business objectives.
  • Coach specialists through challenging cases, ensure consistent application of policies, and identify trends that drive long-term process improvements.
• Performance & Continuous Improvement
  • Own team performance across key operational metrics, using dashboards, QA reviews, member feedback, and data to identify coaching opportunities and improve results.
  • Remove operational barriers, improve workflows, and contribute to Standard Operating Procedures (SOPs), playbooks, training materials, and quality standards.
  • Support the rollout and adoption of new tools, technologies, and AI-enabled workflows that improve efficiency and service quality.
• Cross-Functional Collaboration
  • Partner with Care Operations, Product, Engineering, Client Success, Finance, Legal, and other cross-functional teams to improve processes, support new initiatives, communicate operational risks, and ensure consistent execution across the Backup Care program.

Requirements

• 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.
• To work remotely, you must have a strong internet connection, quiet space to take calls, and a professional (distraction-free) environment.

Success Metrics

• 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

• Remote work environment.
• Medical, dental, and vision benefits within 30 days of hire.
• Retirement savings account with matching company contributions.
• Mental health benefits.
• 15 days paid vacation, with 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.

Pay

The starting salary for this position is $66,000-$75,000.

Location

This is a remote, US-based opportunity. Candidates must work from a private, dedicated, distraction-free space with secure internet and phone access. We are currently not accepting candidates in the following states: Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, and West Virginia.