Marketplace Operations Manager

• Own marketplace performance outcomes for assigned client programs, including SLA attainment, program-level clinician pay cost, and roster/staffing health
• Own roster composition and staffing strategy to maintain SLA through client growth, churn, and short-term volatility
• Analyze utilization, breach-pattern, and profitability data and turn findings into recommendations and actions
• Own operating rhythm and upward performance visibility through recurring SLA, utilization, and cost reviews
• Partner with the Capacity Planner on demand volatility and own operational responses involving escalation thresholds, incentive levers, and roster mix
• Optimize program-level clinician pay cost and deploy consult incentive spend within a defined budget
• Own program cost plans and manage variance with the Director of Marketplace
• Author real-time escalation and response playbooks
• Review and audit AI agent decisions, identify policy drift or mistakes, and improve playbooks and agent logic
• Partner with clinician management peers on performance observations and roster improvements
• Support quarterly business reviews with Customer Success
• Own launch supply-readiness with Provider Operations and the Capacity Planner
• Lead new-client implementation, configuration, setup, and program expansions
• Support strategic Marketplace Operations projects

Requirements

• Experience working in fast-paced, high-demand environments
• Experience owning end-to-end operational performance in a marketplace, logistics, or two-sided platform environment
• Direct accountability for SLA, throughput, or cost
• Strong strategic thinking and ability to connect day-to-day program performance to broader structural improvements
• Strong cross-functional partnership skills
• Strong data fluency
• Hands-on experience with SQL, Looker, and Excel
• Strong direct and clear communication skills
• Experience authoring and revising escalation playbooks, response plans, and launch runbooks
• Exposure to multi-state licensure, credentialing, or regulated-workforce dynamics is a nice-to-have
• Experience launching or configuring new client programs in a marketplace or platform business is a nice-to-have
• Healthcare, telehealth, or regulated-workforce experience is a nice-to-have
• Marketplace or platform experience is a nice-to-have
• Legally authorized to work in the United States
• Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position

Core Competencies

Demonstrates expertise in operational performance management within marketplace environments, focusing on SLA attainment, cost optimization, and strategic data analysis. Proficient in authoring escalation playbooks and collaborating cross-functionally to enhance program outcomes.

Highest-signal resume keywords

• Operational Performance Management
• SLA Accountability
• Data Analysis and Recommendations
• SQL and Excel Proficiency
• Cross-Functional Partnership

Hard Skills

• Operational Performance Management
• Data Analysis
• SLA Management
• Cost Optimization
• Escalation Playbook Authoring
• SQL
• Excel
• Looker
• Program Launch and Configuration
• Utilization Analysis

Soft Skills

• Strategic Thinking
• Clear Communication
• Cross-Functional Collaboration
• Problem-Solving
• Adaptability

Industry Keywords

• Marketplace
• Logistics
• Two-Sided Platform
• Healthcare
• Telehealth
• Regulated Workforce
• Multi-State Licensure
• Credentialing

Tools & Technologies

• SQL
• Looker
• Excel