Wheel Benefits Overview

Direct customer support strategy, operations, and team leadership while transforming support through AI-powered tools and automation. Own patient NPS and core support KPIs, evaluate and deploy support technologies, improve efficiency and resolution outcomes, and report ROI to executives. Partner with Product, Engineering, Data, Clinical, Network Operations, and Customer Success teams while ensuring HIPAA and data-privacy compliance. Recruit, train, and develop support professionals and lead change management for new tools and workflows.

Owns visit delivery, SLA attainment, clinician cost, roster health, and operational performance for assigned telehealth marketplace programs. Responsibilities include staffing strategy, data analysis, incentive deployment, real-time escalation playbooks, AI-agent oversight, client launches, program configuration, and cross-functional partnership. The role also supports client reviews, supply readiness, program expansions, and continuous improvement across Marketplace Operations.

Lead the technical direction, architecture, and delivery of production agentic AI systems. Build AI platform abstractions, agent workflows, evaluation and guardrail infrastructure, cloud-native services, and operational tooling using TypeScript/Node.js and Python. Own deployment, monitoring, troubleshooting, and measurable outcomes while partnering with product, clinical operations, and business leaders. Mentor engineers, establish reusable patterns, communicate architectural trade-offs, and ensure privacy, security, compliance, reliability, safety, and cost controls for sensitive healthcare data.