Delivery Operations Lead - Healthcare

Percepta•New York, NY

8d•Hybrid

About The Position

Percepta's mission is to transform critical institutions with applied AI, focusing on industries like healthcare. The Delivery Operations Lead is responsible for operational excellence at Percepta's largest healthcare engagements. This role involves building relationships with various stakeholders within health systems and Percepta's internal teams, owning the execution and development of operational cadences, KPIs, user adoption, and team rituals. The ideal candidate understands the intricacies of healthcare workflows and the importance of operational codification for successful AI transformation. The role requires a deep understanding of hospital operations, particularly in managing complex patient itineraries and driving best-in-class care through operational efficiency.

Requirements

5–10+ years of operating experience within or alongside healthcare delivery systems (e.g., health system operations, healthcare software delivery/implementation, healthcare consulting, payer operations, or embedded product/engineering teams shipping to providers).
Deep understanding of healthcare workflows, stakeholder management, and the critical importance of adoption.
Experience running a program with P&L or budget accountability (e.g., 15+ people, $5M+, measured against operational metrics).
Exhibit extreme ownership; taking responsibility for unowned but necessary tasks.
Ability to understand healthcare workflows deeply enough to challenge assumptions and propose solutions.
Comfort being highly detailed-oriented ('in-the-weeds') both personally and within the team.
Willingness to spend significant time on-site with healthcare customers (expect 50-75% of weeks onsite depending on engagement phase).
Understanding of how to partner with and enable Engagement Leads.
Pride in operational craft, including well-run cadences, sharp KPI trackers, and clean escalations.

Nice To Haves

Experience running operations within a large health system (1,000+ bed equivalent) or a scaled healthcare software company's delivery organization.
Familiarity with healthcare data and integration norms (Redox, HL7/FHIR basics, EHR workflow handoffs, HIPAA-aware communication practices).
Experience with workforce management tooling (UKG, Kronos, Workday) or healthcare scheduling workflows.
A track record of building playbooks, templates, or operating systems adopted by other teams.

Responsibilities

Create and manage the operating system of the engagement, including trackers, decision logs, rituals, onboarding documents, and support channels.
Set and iterate on the weekly rhythm of the engagement (standups, workstream syncs, SteerCo prep, retros) and adapt these rituals as the team scales.
Codify learnings into the Percepta Mission Operating Manual, creating templates, cadences, and playbooks for cross-team use.
Build consensus and drive action across engineering, product, research, and embedded customer staff.
Own operational KPIs end-to-end, including measurement, targets, performance tracking, and action plans for missed targets.
Run weekly operations reviews to provide clear and defensible answers on project status.
Manage staffing requests (role, level, gap, ramp plan) and onboarding processes to ensure new team members become productive quickly.
Partner with the Engagement Lead on team composition decisions and execute those decisions.
Own the rollout plan unit by unit, defining readiness criteria for expansion phases.
Develop and execute the adoption strategy, including communications, training, shadowing, office hours, and floor walks.
Track adoption and feedback rigorously, partnering with Product Managers to iterate on rollout strategies and the product.
Triage and resolve blockers daily, escalating issues with specific asks and recommended paths when necessary.
Identify and activate surge capacity within Percepta when circumstances demand it.
Continuously gather information to understand ground truth, identify unstated blockers, and resolve them proactively.
Own the feedback infrastructure, creating structured input channels from end-users, managers, and the Percepta team.
Translate feedback into actionable items for the backlog, conversations with leadership, or cadence changes.
Ensure engagement status is legible internally and externally, communicating shipping status, blockers, and learnings clearly.
Capture and codify solutions to complex problems into the operating manual for continuous operational improvement.
Maintain lightweight yet impactful operations, seeking the simplest and most elegant solutions.
Make tradeoffs legible when strategic direction is set, clarifying what is not being done, what slips, and what impacts users.
Own the prioritization artifact and facilitate conversations to maintain alignment on shifting priorities.