Backup Care Manager

Wellthy is seeking a Backup Care Manager to lead a team responsible for delivering exceptional backup care experiences to members. You will oversee daily operations across multiple shifts, ensuring timely, high-quality support while balancing speed, quality, productivity, and team engagement.

This role combines frontline leadership with operational execution. You will 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. You will partner closely with Care Operations and cross-functional teams to improve workflows, solve operational challenges, and scale Backup Care as Wellthy continues to grow. This position reports directly to the COO, Backup Care.

• 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
• 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
• 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
• 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
• 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

• Have a bachelor’s degree or equivalent experience
• Have 5+ years in customer operations, healthcare operations, care management, contact center leadership, hospitality, staffing, or similar service environment
• Have 2+ years leading teams of 10+ employees
• Demonstrate experience managing real‑time operations in a fast‑paced environment
• Possess strong coaching and performance management skills
• Have excellent judgment and ability to make decisions under pressure
• Have experience using operational metrics to improve team performance
• Possess strong written and verbal communication skills
• Have experience leading remote teams (preferred)
• Are comfortable using AI‑powered tools and emerging technology to improve productivity and service quality
• Are open to learning, experimenting, and evolving, with curiosity around how tools like AI can support your workflow or help families more effectively

• Member Satisfaction (CSAT)
• Speed to First Response
• Speed to Fulfillment
• Fulfi…