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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing backup care operations, focusing on team performance metrics, coaching, and the adoption of AI-enabled tools to enhance service quality. Proven ability to oversee staffing, improve workflows, and ensure seamless service delivery in a fast-paced environment.
Highest-signal resume keywords
Team LeadershipPerformance ManagementOperational Metrics AnalysisCoaching SkillsAI-Powered Tools Utilization
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Operations ManagementHealthcare OperationsCare ManagementContact Center LeadershipStaffing ManagementReal-Time Operations ManagementWorkflow ImprovementSOP DevelopmentQuality AssuranceData Analysis
Soft Skills
CoachingDecision MakingCommunicationJudgment Under PressureTeam Development
Tools & Technologies
AI-Enabled WorkflowsDashboardsPerformance Metrics ToolsQuality Review SystemsTraining Materials
Industry Keywords
Backup CareService DeliveryHealthcareCustomer ServiceRemote Team Leadership
About the role
Key responsibilities & impact- Lead a team of Backup Care team members delivering backup care experiences to Wellthy members
- Oversee daily operations across multiple shifts
- Coach and develop team members through 1:1s, coaching sessions, quality reviews, and performance conversations
- Hire, onboard, train, and develop new team members
- Ensure staffing and coverage across assigned shifts
- Monitor queues, workload distribution, staffing levels, and real-time service metrics
- Coordinate seamless shift transitions and consistent service delivery
- Monitor fulfillment rates, SLAs, queue health, and staffing levels, adjusting resources to changing demand
- Serve as primary escalation point for complex member situations
- Coach specialists through challenging cases and identify process improvement trends
- Own team performance metrics using dashboards, QA reviews, member feedback, and data
- Improve workflows and contribute to SOPs, playbooks, training materials, and quality standards
- Support rollout and adoption of new tools, technologies, and AI-enabled workflows
- Partner with Care Operations, Product, Engineering, Client Success, Finance, Legal, and other cross-functional teams
- Report directly to the COO, Backup Care
Requirements
What you’ll need- 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
- Strong internet connection, quiet space to take calls, and a professional distraction-free environment
- Private, secure internet and phone access
- Private, dedicated, distraction-free workspace suitable for handling sensitive information
Benefits
Comp & perks- 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)
- Pregnancy loss leave