Head of Service Delivery

What You Might Bring to the Table

• Direct people-management experience leading managers or team leads, not just individual contributors.
• Service-obsessed and focused on delivering outstanding service to patients, partners, and colleagues.
• A 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) — forecasting, scheduling, and intraday management.
• Experience building or overseeing Quality Assurance (QA) programs, including audit frameworks and calibration.
• A data-first mindset, comfortable building and reading vendor and team scorecards.
• Comfort operating at high speed without compromising on execution quality.
• Strong communication skills, able to translate complex, cross-functional work for executives and your own team.
• Experience redesigning operational workflows around automation or AI, with quantifiable results.
• Able to build a capacity model that forecasts both human and automated throughput.
• Experience structuring vendor contracts for shifts in workload.
• Comfortable setting quality standards for automated and agentic systems.
• A working view on PHI and AI: what data can enter which tools, what a BAA must cover, and how to audit it.
• Able to judge AI vendor claims and distinguish a demo from a deployed result.

What You Will Achieve in This Role

This role sits within Service Delivery, reporting directly to the SVP of Operations. You'll own two core pillars — Workforce Management (WFM) and Quality Assurance (QA) — plus vendor partnerships, leading a small team of functional leads.

• Build, lead, and develop a team of functional leads across WFM and QA.
• Own the end-to-end vendor lifecycle — sourcing, onboarding, contract structuring, performance management, and offboarding.
• Set the strategy for Quality Assurance (QA) — audit frameworks, calibration, scorecards, and coaching feedback loops.
• Set the strategy for Workforce Management (WFM) — demand forecasting, staffing plans, scheduling, and capacity modeling.
• Standardize reporting across QA and WFM, including SLA/KPI dashboards and vendor and team scorecards.
• Partner with the SVP of Operations on Service Delivery strategy, headcount planning, and budget.
• Represent Service Delivery in cross-functional and executive conversations.
• Lead HIPAA compliance and data security oversight across all outsourced operations.
• Own the automation roadmap for Service Delivery.
• Rebuild WFM to forecast mixed human and automated capacity.
• Help set the quality framework for agentic workflows.
• Act as the operational owner for Product and Engineering on Courier automation.
• Make AI-assisted work the default across your team and measure adoption and output gains.
• Lead HIPAA and data security oversight across outsourced operations and AI tooling, including vendor due diligence and BAAs.

AI Requirements

For this role, the expectation is that you are AI-native. You build with AI directly, shipping, automating, or prototyping real work with LLMs and agents, and have clear judgment on where humans must stay in the loop.

• You've shipped, automated, or prototyped something real using LLMs, agents, or AI tooling.
• You can explain a workflow you redesigned so a machine does the boring 80%.
• You have a view on where agentic systems help and where a human must stay in the loop, especially in regulated, PHI-adjacent work.