Backup Care Manager
$66,000–$75,000 year
RemoteUnited States
United StatesRemoteFull Time$66,000–$75,000 yearHealthcare TechMedium
Full TimeMediumHealthcare Tech
Job Summary
Lead a team of Backup Care members by overseeing daily shift operations, monitoring real-time metrics, and allocating resources to ensure timely, high-quality support. Coach specialists through complex escalations, conduct regular performance reviews, and drive continuous improvement across the program. Partner with Care Operations and cross-functional teams to optimize workflows, adopt new AI-enabled tools, and scale the Backup Care initiative. Report directly to the COO, managing team engagement, fulfillment rates, and SLA adherence while removing operational barriers to improve member experience and productivity.
Required Qualifications
- 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
- To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment
- Private, with secure (not public) internet and phone access
- Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating
- Given the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free space
- This is a remote and US states based opportunity
- We ask that you work in a location that is: Private, with secure (not public) internet and phone access
- Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating
- Given the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free space
- Our Wellthians are located throughout the United States but 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
Desired Qualifications
- To be successful in this role, you'll need to be open to learning, experimenting, and evolving
- Comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus
- Experience leading remote teams is preferred
- Comfortable using AI-powered tools and emerging technology to improve productivity and service quality
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