Head of Service Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, build, and develop functional leads in Workforce Management and Quality Assurance.

• Manage the complete vendor lifecycle, encompassing sourcing, onboarding, contract structuring, performance management, and offboarding.

• Establish the Quality Assurance strategy, which includes audit frameworks, calibration processes, scorecards, coaching feedback loops, and operational product-testing infrastructure.

• Formulate the Workforce Management strategy for both internal and outsourced teams, involving demand forecasting, staffing plans, scheduling, and capacity modeling.

• Standardize reporting for QA and WFM, including SLA/KPI dashboards and scorecards for vendors and teams.

• Collaborate with the SVP of Operations on Service Delivery strategy, headcount planning, and budgeting activities.

• Represent Service Delivery in discussions across functional and executive levels.

• Oversee HIPAA compliance and data security for outsourced operations and AI tools.

• Own the roadmap for Service Delivery automation.

• Set and manage targets related to cost per order, defect rates, and key cost metrics.

• Revamp WFM to provide real-time forecasting of combined human and automated capacity.

• Assist in defining quality frameworks for agentic workflows, including error tolerance, escalation paths, human-in-the-loop points, and audit coverage.

• Serve as the operational lead for Product and Engineering regarding Courier automation, including testing and approval prior to patient-facing release.

• Make AI-assisted work the standard and track team-level adoption and productivity enhancements.

⛳️ Requirements

• Proven experience in direct people management, specifically leading managers or team leads rather than individual contributors.

• A solid background in managing vendors within a healthcare operations context.

• Experience in handling third-party vendor relationships, including contract negotiation and SLA governance.

• Familiarity with overseeing Workforce Management (WFM), including forecasting, scheduling, and intraday management.

• Experience in developing or supervising Quality Assurance (QA) programs, including audit frameworks and calibration processes.

• A data-driven mindset with the ability to create and interpret vendor and team scorecards.

• Excellent communication skills, capable of simplifying complex, cross-functional tasks for both executives and team members.

• Proven experience in redesigning operational workflows around automation or AI, demonstrating measurable results.

• Ability to create capacity models that forecast both human and automated throughput.

• Experience in structuring vendor contracts that accommodate workload shifts, volume flexibility, per-outcome pricing, exit terms, and automation clauses.

• Comfort in establishing quality standards for both automated and agentic systems.

• Working knowledge of PHI and AI, including tool data access, BAAs, and auditing practices.

• Proficiency in evaluating AI vendor claims using evidence from actual deployed results.

• AI-native experience, including shipping, automating, or prototyping tangible work utilizing LLMs, agents, or AI tools.

• Ability to discern where agentic systems are beneficial and where human involvement is essential, particularly in regulated, PHI-adjacent work.

🏝️ Benefits

• Equity package.

• Flexible options for remote or hybrid working.

• Dedicated budget for personal development.

• Comprehensive medical, vision, and dental coverage.

• 28+ days of paid time off, including PTO and wellbeing days.

• Paid parental leave.

• 401k retirement plan.

• All necessary equipment to perform at your best.

• Inclusive, people-first policies crafted by our team, for our team.