Backup Care Manager

Wellthy

22h • $66,000 - $75,000 • Remote

About The Position

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.

Requirements

• 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.
• Comfortable using AI-powered tools and emerging technology to improve productivity and service quality.
• To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment.
• Work from a private, dedicated, distraction-free space.
• Work in a location that is private, with secure (not public) internet and phone access.
• Work in a location suitable to safely and securely accommodate the sensitive information that you will be handling and communicating.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree