Job Description

The Care Partner Team Lead is an experienced individual contributor who bridges frontline fulfillment work with team operations. This is an internal promotion opportunity built for a high-performing Care Partner who is ready to take on more -- supporting the manager with coaching, program reporting, and coordination across pods, while continuing to contribute directly to caregiver-to-member matching outcomes.

The Team Lead will have working knowledge of all pod programs (Titan, Care Force One, VA-Term, Bright Horizons) and serve as a practical resource for the team on daily workflows, SOP adherence, and process improvement

Essential Job Functions:

Program Reporting & Data Tracking

• Own or co-own recurring reports tied to pod programs -- including fill rate, TAT (Time to Fill), outreach volume, and SLA adherence. Pull and organize data from Retool, DASH, WMT, and Schedulr to surface insights ahead of program meetings and leadership reviews

Lead & Facilitate Care Partner Program Meetings

• Prepare agendas and co-facilitate team standups and pod-specific working sessions across Titan, Care Force One programs. Keep discussions on track, document outcomes, and distribute follow-ups to ensure alignment across CP teams.

Onboarding & Training Support for New Care Partners

• Serve as a hands-on resource for newly hired Care Partners. Walk them through daily workflows -- Five9, Retool, WMT, Schedulr, DASH, tracker management -- and reinforce documentation standards such as Search Update Summaries, CG outreach logging, and hire tracker updates.

Team Coaching & Quality Standards

• Observe and provide real-time coaching on search quality, caregiver outreach practices, vetting decisions, and SLA compliance. Partner with the manager to identify coaching opportunities and help team members strengthen skills like multi-job placement, CG re-engagement, and escalation judgment. Documentation of coaching conversations into designated SharePoint location.

High-Volume Caregiver Matching Support

• Contribute directly to fulfillment by supporting high-priority or escalated searches across pods. Apply deep knowledge of the Schedulr tool, manual Retool searches, distance verification, and program-specific vetting requirements to improve match quality and reduce Time to Fill on hard-to-fill cases.

SOP & Workflow Guidance

• Serve as the go-to subject matter expert on Care Partner workflows, pod cheat sheets, program requirements, and the Master SOP. Help the team navigate process questions -- from BYOCG steps and caregiver deactivation guardrails to CG profile update procedures and incident documentation -- and surface gaps to the manager.

Escalation Support & First-Level Issue Resolution

• Act as a first-level resource for team questions or issues before they reach the manager. Use sound judgment to resolve routine questions and escalate complex situations -- unfilled shift escalations, caregiver incidents, pay approval requests, or deactivation cases -- with the appropriate context and urgency.

Coverage & Operational Continuity

• Help maintain operational stability during high-volume periods, shift transitions, or manager absence. Monitor queue health across Five9, WMT, and Schedulr, ensure team communication norms are followed, and help prioritize daily work when the team is stretched.

Support Manager with 1-on-1s & Team Check-ins

• Assist in preparing for and following up on team 1-on-1s. Track open action items, flag performance patterns, and help ensure team members have the support they need between scheduled check-ins. Serve as a bridge between the team and manager when routine issues arise.

Feedback & Process Improvement

• Collect real-time feedback from the team on workflow barriers, system issues, or unclear processes. Share structured observations with the manager and actively contribute ideas to improve caregiver matching outcomes, documentation consistency, and cross-team coordination with the CA and Recruiting teams.

Qualifications:

• High School Diploma required, Bachelors Degree Preferred
• Minimum of 1 yr experience in a Care Partner role in good standing with a consistent track record of strong performance. Meeting and exceeding KPIs, and exceeding in Sharecare competencies.
• Demonstrated ability to guide and train teammates on workflows, tools, or best practices.
• Deep familiarity with day-to-day Care Partner operations: Five9, Retool, WMT, Schedulr, DASH, and tracker management.
• Clear and reliable communicator -- follows up, keeps others informed, and documents outreach and outcomes consistently.
• Comfortable working with program data and reports at a basic level; able to pull information and summarize key takeaways.
• Trusted by peers as someone the team naturally turns to for help, guidance, or a second opinion.
• Collaborative mindset with the ability to give and receive feedback constructively and keep momentum moving forward.

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.