Head of Service Delivery

What you'll do

• Lead WFM and QA functional leads; set strategies for forecasting, staffing, audits, calibration, reporting, and scorecards.
• Own the vendor lifecycle and partner with Operations on service-delivery strategy, capacity, budgets, and performance targets.
• Lead automation and AI adoption, operational testing of Courier automation, and HIPAA and data-security oversight across outsourced operations and AI tools.

What they ask for

• Direct people-management experience leading managers or team leads.
• Experience managing healthcare operations vendors and third-party relationships, including contract negotiation and SLA governance.
• Experience overseeing WFM and building or overseeing QA programs.
• AI-native: has shipped, automated, or prototyped real work using LLMs, agents, or AI tooling, with judgment about human oversight.

Nice to have

• Experience redesigning workflows around automation or AI with quantifiable results.
• Working knowledge of PHI, BAAs, and auditing AI use in regulated work.

Pay

$150,000 - $180,000 USD base salary

Tools

LLMs, agents, AI tooling, WFM, QA, HIPAA, PHI, BAAs

AI focus

Own Service Delivery automation and make AI-assisted work the default; build or prototype with LLMs and agents, forecast human and automated capacity, set quality and human-in-the-loop controls for agentic workflows, and oversee AI tooling responsibly around patient data.