Director, Marketplace Operations

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.

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.

What You'll Do

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