Head of Service Delivery

🕒 Ontem

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $150.000 - $180.000 / ano

⏰ Tempo Integral

🔴 Especialista

👻 Score fantasma 0%

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Scan.com

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2017

🏥 Saúde

💼 Consultoria

📦 Logística

Healthcare • Consulting • Logistics

A Scan. com é uma plataforma online de agendamento e marketplace de saúde que ajuda pacientes a encontrar, comparar e agendar exames de imagem médica diagnóstica (por exemplo, Ressonância Magnética, Tomografia Computadorizada) em uma rede global de provedores de imagem. O serviço oferece transparência nos preços, agendamento e pagamento online, coordenação de agenda e entrega digital rápida dos resultados dos exames para pacientes e profissionais que indicam as avaliações. A Scan. com atende tanto consumidores em busca de imagens acessíveis e convenientes quanto centros de imagem/profissionais de referência que buscam ferramentas para direcionamento e agendamento de pacientes.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• 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