Director, Marketplace Operations

About the role

We're looking for a Director, Marketplace Operations to lead the operational engine of Wheel's telehealth marketplace. This is a leadership role for an experienced marketplace operator who wants to bring best-in-class marketplace thinking to one of the most consequential domains in modern care delivery. 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 will also own the staffing strategy that gets us there - designing the right workforce composition to achieve our growth goals while maximizing ROI to Wheel.You 'll partner closely our Product team - including a newly formed Operational Intelligence function focused on agent-augmented operations - and our Customer Success team. This is a builder's role. We're investing meaningfully in the next phase of marketplace infrastructure: scaling how supply meets demand, advancing the systems that support continued growth, and defining how a modern marketplace team operates with humans and agents working together. You will set the standard for that operating model.

Responsibilities

• 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
• Own capacity planning and staffing model strategy for the marketplace, overseeing the Capacity Planning function on demand forecasting, hiring targets, and workforce composition decisions that drive scalable supply
• Evolve the clinician scheduling function as a core lever of supply readiness - building workforce management capability and staffing strategies that scale with the business
• Stand up and own a 24/7 real-time monitoring function end-to-end - the people, the playbooks, and the tooling that keep the marketplace performing in production
• Define how breaches, supply gaps, demand spikes, and clinician behavior get detected, escalated, and resolved in real time
• 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
• Automation & AI Strategy
• 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 & Ope

Benefits

Additional Information

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 About Wheel 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. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com .

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at wheel? Share your experience