Backup Care Manager

Why Wellthy is for you! At Wellthy , we dream of a world where everyone has the care infrastructure they need to manage their own health and the health and well-being of their loved ones. We’re building something new in the care space - reimagining how care is delivered, accessed, and supported by families around the globe. As we grow, we’re seeking collaborative, curious, and purpose-driven teammates to help us expand what’s possible. Our work is grounded in the expertise of seasoned care professionals who deeply understand families’ real challenges paired with agile, tech-powered solutions that deliver support efficiently and at scale. We embrace a mindset of continuous learning, especially around emerging technologies. Tools like AI and other innovations are accelerators, enabling us to scale our impact, work smarter, and stay at the forefront of care delivery. Through Wellthy, millions of families have access to support to help them manage care during every stage of life, with hands-on experts guiding families through caregiving or backup care journeys. And with the acquisition of Patch Caregiving, Wellthy continues to expand how care shows up for working families by pairing care navigation and coordination with on-site and near-site employer-based childcare. This combination allows us to support families not just in navigating care decisions, but in accessing real, hands-on help when and where they need it most. Together, we’re building a more connected, comprehensive care experience for families and caregivers alike. We partner with leading companies including more than 40 Fortune 500 companies to support the care needs of their workforces globally. We also work alongside health plans and carriers to embed care support into their offerings, enhancing the experience and outcomes for members. We’re building, evolving, and expanding the market category for care, and we’re looking for responsive, collaborative, curious, and purposeful colleagues to join us. As our Backup Care Manager , you will you will lead a team of Backup Care team members responsible for delivering exceptional backup care experiences to Wellthy members. You'll oversee daily operations across multiple shifts, ensuring members receive timely, high-quality support while balancing speed, quality, productivity, and team engagement. This role combines frontline leadership with operational execution. You'll 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. Success in this role requires strong people leadership, operational judgment, and the ability to make confident decisions in a fast-paced environment. You'll partner closely with Care Operations and cross-functional teams to improve workflows, solve operational challenges, and scale Backup Care as Wellthy continues to grow. You will report directly to the COO, Backup Care. To be successful in this role: Leadership & Team Development 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. Shift Operations & Service Delivery 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. Member Experience & Escalation Management 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. Performance & Continuous Improvement 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. Cross-Functional Collaboration 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. 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. 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. Experience leading remote teams is preferred. Comfortable using AI-powered tools and emerging technology to improve productivity and service quality. Success in this role will be measured by: Member Satisfaction (CSAT) Speed to First Response Speed to Fulfillment Fulfillment Rate SLA Adherence Quality Assurance Scores Team Productivity Employee Engagement and Retention Escalation Resolution Continuous Improvement Initiatives Total Rewards Package The starting salary for this position is $66,000-$75,000. Remote work environment. Medical, dental and vision benefits within 30 days of hire. Retirement saving account with matching company contributions. Mental health benefits. 15 days paid vacation, two additional days for each subsequent years (up to a maximum of 25 days). Sick and Caregiving Days. Professional development initiatives for growth. Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) and pregnancy loss leave. Role Requirements: To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment. Location 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. What’s Next? We encourage you to apply for this position by clicking the apply here button on job posting and attaching your resume. We understand that there is no “perfect” candidate and never expect every candidate to meet 100% of the qualifications listed above. We look for our Wellthians to enhance and advance our company from their past experiences. Our diverse backgrounds and perspectives are what make Wellthy a fantastic company to work for. We hope that you’re encouraged and even excited by that to get started with our process. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability protected veteran status, or any other characteristics protected by law. For information about our Applicant Privacy, please review here: https://app.getguru.com/card/iRgBL8yT/Applicant-Privacy-Policy For those who require reasonable accommodations, please let us know on your application or email us at [email protected].