Head of Service Delivery
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Job Description
Head of Service Delivery overseeing workforce, quality assurance, vendors, and AI operations. Improving Scan.com’s national diagnostic-imaging network for faster patient diagnoses.
Responsibilities:
- Build, lead, and develop functional leads across Workforce Management and Quality Assurance
- Own the end-to-end vendor lifecycle, including sourcing, onboarding, contract structuring, performance management, and offboarding
- Set the Quality Assurance strategy, including audit frameworks, calibration, scorecards, coaching feedback loops, and operational product-testing infrastructure
- Set the Workforce Management strategy across internal and outsourced teams, including demand forecasting, staffing plans, scheduling, and capacity modeling
- Standardize QA and WFM reporting, including SLA/KPI dashboards and vendor and team scorecards
- Partner with the SVP of Operations on Service Delivery strategy, headcount planning, and budgeting
- Represent Service Delivery in cross-functional and executive conversations
- Lead HIPAA compliance and data security oversight across outsourced operations and AI tooling
- Own the Service Delivery automation roadmap
- Set and own targets for cost per order, defect rates, and key cost metrics
- Rebuild WFM to forecast mixed human and automated capacity in real time
- Help define quality frameworks for agentic workflows, including error tolerance, escalation paths, human-in-the-loop points, and audit coverage
- Act as operational owner for Product and Engineering on Courier automation, including testing and sign-off before patient-facing release
- Make AI-assisted work the default and measure team-level adoption and output gains
Requirements:
- Direct people-management experience leading managers or team leads, not just individual contributors
- Track record managing vendors within a healthcare operations role
- Experience managing third-party vendor relationships, including contract negotiation and SLA governance
- Experience overseeing Workforce Management (WFM), including forecasting, scheduling, and intraday management
- Experience building or overseeing Quality Assurance (QA) programs, including audit frameworks and calibration
- Data-first mindset, comfortable building and reading vendor and team scorecards
- Strong communication skills, able to translate complex, cross-functional work for executives and the team
- Experience redesigning operational workflows around automation or AI, with quantifiable results
- Ability to build capacity models forecasting human and automated throughput
- Experience structuring vendor contracts for workload shifts, volume flexibility, per-outcome pricing, exit terms, and automation clauses
- Comfortable setting quality standards for automated and agentic systems
- Working knowledge of PHI and AI, including tool data access, BAAs, and auditing
- Ability to evaluate AI vendor claims using evidence from deployed results
- AI-native experience: shipped, automated, or prototyped real work using LLMs, agents, or AI tooling
- Ability to identify where agentic systems help and where humans must remain in the loop, especially in regulated, PHI-adjacent work
Benefits:
- Equity package
- Flexible remote or hybrid work options
- Dedicated personal development budget
- Medical, vision, and dental coverage
- 28+ days of paid time off across PTO and wellbeing days
- Paid parental leave
- 401k retirement plan
- All the equipment you need to do your best work
- Inclusive, people-first policies designed by our team, for our team
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