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.

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 in data and modeling including SQL and Excel and experience in workforce planning and demand / capacity modeling
• Strong communicator with excellent interpersonal skills and proven ability to drive cross-functional alignment and effective Executive and BoD communications
• Thrive in fast-moving, ambiguous environments. Able to quickly translate imperfect information into practical solutions and operational momentum

Salary and Perks

Pay Range: $275,000 - $315,000 plus a 25% bonus.

Final offer amounts are determined by multiple factors including, but not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position. The role will remain open until May 31, 2026. Any eligible candidate that meets the essential criteria of the role may apply via the job posting or through Wheel’s career page up until the designated application deadline.

As an employee of Wheel, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including:

• Medical, Dental and Vision
• Ancillary: Life, Short and Long Term Disability
• 401K match
• Flexible PTO
• Parental Leave
• Stock options
• Additional programs and perks

Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role.