Head of Business Operations - Remote

Join us in creating the next generation of virtual care!

Wheel empowers virtual care clinicians to work with greater flexibility while providing enterprise companies with the infrastructure and clinical workforce they need to deliver scalable virtual care services nationwide.

We’ve helped millions of patients access quality care, and we’re looking to grow our team with passionate people who share our drive and excitement for building high-impact healthcare solutions.

Wheel’s core values are the foundation of our culture and remain constant as we grow
They are the foundation of how we work, collaborate, and drive meaningful change. They guide our decisions, shape our culture, and fuel our mission to put great care within everyone’s reach.

We prioritize the success of our customers, clinicians, patients, and fellow Wheelies by embedding care into our decisions, processes, and actions. Comprehensive medical, vision, and dental insurance

Flexible PTO, so you can take the time you need

Work from home with a flexible remote policy

Employee Assistance Program (EAP) services for mental health and well‑being

Our commitment to diversity, equity, and inclusion
At Wheel, we know we will go further together by celebrating diversity — and that starts by honoring each of our unique lived experiences.

We look for a diverse pool of applicants including those from historically marginalized groups: women, people with disabilities, people of color, formerly incarcerated people, people who are lesbian, gay, bisexual, transgender, and/or gender non‑conforming, first and second‑generation immigrants, veterans, and people from different socioeconomic backgrounds.

We are committed to ensuring a safe work environment where employees are not discriminated against based on age, race, ancestry, religion, sex, gender identity, sexual orientation, pregnancy, marital status, physical or mental disability, military or veteran status, national origin, or any other characteristic protected by law.

We are proud to be an equal opportunity employer that believes in health, equity, equality, and prosperity for all so we can succeed in changing the way healthcare works.

Director, Marketplace Operations
Remote, USA

Remote

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

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. We're looking for a Director, Marketplace Operations to lead the operational engine of Wheel's telehealth marketplace. 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’ll partner closely with our Product team — including a newly formed Operational Intelligence function focused on agent‑augmented operations — and our Customer Success team.

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

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

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

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

7‑10+ years in marketplace operations, with at least 5+ years leading and scaling teams including managers.

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

Able to address near‑term business challenges while also optimizing for the medium and long‑term. Track record of building and scaling effective teams — coaching, giving direct feedback, and developing people who go on to do bigger things.

Healthcare, telehealth, or workforce management experience

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

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

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. 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

Flexible PTO

Stock options

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.

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.

Please be alert to fraudulent job postings, work‑at‑home scams, and fake recruiter emails from individuals falsely claiming to represent Wheel Health, Inc. To verify the authenticity of open positions, job offers, or individuals claiming to represent Wheel Health, Inc please contact the Wheel Talent Team at View email address on click.appcast.io.