Senior Vice President, Care Delivery

Job Title: Senior Vice President, Care Delivery Job Location (Remote): Remote, Austin, TX About the Company 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 http://www.wheel.com. About the Role As SVP, Care Delivery, you will be responsible for the end-to-end delivery of Wheel’s virtual care services encompassing i) Network Operations (Provider & Marketplace Operations), ii) Clinical Quality & Safety, iii) Support Operations (Patient, Clinician and Enterprise Client Support), and iv) Delivery Operations. You will partner closely with leadership across Wheel including Marketing, Sales, R&D, Client Success, and Finance to ensure that Wheel successfully meets the needs of our clients while also efficiently scaling operations to meet the needs of the business. What You’ll Do - Strategic Leadership: Ensure that the Care Delivery team has detailed execution plans that support company goals, ensuring scalability and operational excellence. Drive continuous improvement of the strategy based on outcomes to ensure attainment of performance and outcomes. - Team Leadership: Tailor the organizational and team design for Care Delivery to deliver Company and Operations team goals. Manage the team’s performance and evolve organization accordingly. - Capacity Planning: Oversee detailed demand forecasting (by client, by modality, by state, by time of day) and clinical supply model to align demand and supply in capacity model and ensure marketplace performance - Delivery Execution & Customer Experience: Drive Care Delivery execution to meet or exceed all contractual SLAs with clients and company performance and financial goals. Collaborate with Customer Success to ensure high client satisfaction and NPS across Wheel’s stakeholders: patients, clinicians and enterprise clients. - Data & Analytics: Develop and monitor real-time dashboards for tracking delivery and marketplace performance and enable decision-making to support attainment of performance metrics. - Compliance & Risk: Manage to strict adherence to 50-state telehealth requirements, clinician licensure and credentialing, HIPAA, and other regulations working closely with legal. - AI-Driven Process Improvement: Experience in leveraging AI to optimize Care Delivery processes for efficiency by reducing manual or redundant workflows. Hands-on experience in Developing and implementing streamlined processes and automations for Care Delivery. - Operations Planning & Continuous Improvement: Assess monthly, quarterly and annual performance to define new strategies in order to ensure attainment of operational performance metrics within financial budget / goals - Partnership with Product: Partner with R&D to define and scope product-driven optimization for Wheel’s operations. Who You Are - 10-12+ years of Care Delivery / Operations experience, preferably managing capacity for an online healthcare marketplace or urgent care platform - Leader with an ownership mindset and accountability for outcomes - You are a builder: You are hands on and a user of AI to build efficient workflows - Analytical problem-solver who drives data-driven decisions - Able to address near-term business challenges while also optimizing Care Delivery for the medium and long-term - Experienced team manager with a minimum of 8-10 yrs of managerial experience in scaling and building effective teams - Expert at optimizing complex operations and intellectually curious about applying AI to drive efficiencies - Demonstrated expertise