Head of Service Delivery

Scan.com•Atlanta, GA

6d•$150,000 - $180,000

About The Position

Scan.com is hiring a Head of Service Delivery to lead Workforce Management (WFM), Quality Assurance (QA), and vendor partnerships as the company scales its national medical imaging network. The role reports directly to the SVP of Operations and leads a small team of functional leads, including a WFM Lead and a QA Lead. It combines operational leadership with responsibility for service strategy, cost and capacity planning, automation, and oversight of HIPAA compliance and data security across outsourced operations and AI tooling. The Head of Service Delivery will develop the WFM and QA leads, own the vendor lifecycle, and establish consistent reporting and performance standards. The role will also guide the Service Delivery automation roadmap, help define quality standards for agentic workflows, and serve as the operational owner for Courier automation with Product and Engineering. Scan.com expects this role to use AI directly to ship, automate, or prototype work, while applying sound judgment about human oversight and patient data. The position is part of a fast-moving scale-up environment. Scan.com describes its culture as focused on urgency, ownership, high-quality execution, and work that makes a visible impact on patients. Flexible remote or hybrid work options are offered.

Requirements

Direct people-management experience leading managers or team leads, not only individual contributors.
Service-focused approach to delivering outstanding service to patients, partners, and colleagues.
Track record managing vendors in a healthcare operations role.
Experience managing third-party vendor relationships, including contract negotiation and SLA governance.
Experience overseeing Workforce Management, including forecasting, scheduling, and intraday management.
Experience building or overseeing QA programs, including audit frameworks and calibration.
Data-first mindset and comfort building and interpreting vendor and team scorecards.
Ability to operate at high speed without compromising execution quality.
Strong communication skills, including translating complex cross-functional work for executives and teams.
Experience redesigning operational workflows around automation or AI, with quantifiable results such as handle time, cost per order, or avoided headcount.
Ability to build capacity models that forecast human and automated throughput and guide staffing and automation investment.
Experience structuring vendor contracts for workload changes, including volume flexibility, per-outcome pricing, exit terms, and automation clauses.
Ability to set quality standards for automated and agentic systems and hold Product and Engineering to them.
Working understanding of PHI and AI, including which data can enter which tools, BAA requirements, and audit practices.
Ability to evaluate AI vendor claims and distinguish demonstrated results from deployed outcomes, asking for evidence.
AI-native capability: have shipped, automated, or prototyped real work using LLMs, agents, or AI tooling.
Ability to explain a workflow redesigned so a machine handles routine work, and judgment about when humans must remain involved, especially in regulated, PHI-adjacent work.

Responsibilities

Build, lead, and develop functional leads across WFM and QA, growing their ability to run their areas independently.
Own the end-to-end vendor lifecycle, including sourcing, onboarding, contract structuring, performance management, and offboarding.
Set the QA strategy, including audit frameworks, calibration, scorecards, coaching feedback loops, and infrastructure for product testing by operational functions.
Set the WFM 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 the function's budget.
Represent Service Delivery in cross-functional and executive discussions, translating team performance into business impact.
Lead HIPAA compliance and data security oversight across outsourced operations and AI tooling, including vendor due diligence and BAAs.
Own the Service Delivery automation roadmap and make AI-assisted work the default across the team; measure adoption and output gains.
Set and own targets for cost per order, defect rates, and key cost metrics.
Rebuild WFM to forecast combined human and automated capacity so staffing plans and vendor commitments reflect demand in real time.
Help establish quality standards for agentic workflows, including error tolerance, escalation paths, human-in-the-loop points, and audit coverage.
Act as the operational owner for Courier automation with Product and Engineering; define success criteria, test the automation, and sign off before patient-facing release.
Build capacity models that forecast human and automated throughput and inform investment in staffing versus automation.
Structure vendor contracts to accommodate workload changes, including volume flexibility, per-outcome pricing, exit terms, and automation clauses.
Set quality expectations for automated and agentic systems and hold Product and Engineering accountable to them.