Senior Director, Service Delivery

Phamily•Chicago, IL

20h•Hybrid

About The Position

Jaan Health is a leading AI-based care management company serving healthcare providers. For nearly a decade, the company has leveraged its easy-to-use, proprietary technology to enable health systems, medical groups, and ACOs to deliver high-quality, high-ROI proactive care to hundreds of thousands of previously underserved patients. Phamily, the company's core technology platform, has transformed chronic disease management with clinically tested AI and easy-to-use technology that enables physicians and care teams to offer high-touch, individualized patient care that has been proven to reduce investment in extra labor and the overall cost of care. Phamily helps ensure healthcare providers are compensated fairly for providing high-quality care between office visits, while improving the lives of patients with chronic diseases. Learn more at phamily.com. We are seeking a Senior Director of Service Delivery to define, build, and scale a world-class, AI-enabled service delivery function across large multispecialty physician groups and IDNs, with an emphasis on between-visit care. This leader will operate at the intersection of implementation, operations, product, and professional services, driving measurable outcomes in patient impact, client satisfaction, and multi-million dollar revenue growth. This is a critical leadership role for a client-facing operator who thrives in a start-up, high-growth environment—where ambiguity, scale, and urgency demand grit, smart hustle, and a growth mindset, and who is energized by building systems that multiply human performance through AI. In this role you will: Operational Leadership & Execution: Commercial Growth Driver: Partner with executive leadership to drive multi-million dollar revenue growth (ARR $50+m), aligning service delivery capabilities with sales strategy, client implementation, expansion, and retention. Client & Partner Leadership (Client-Facing): Product & Technology Integration: Team Leadership & Talent Development:Lead and scale high-performing, cross-functional teams (direct and indirect)—including delivery managers, project managers, interoperability analysts, and technical solutions consultants—fostering a culture of accountability, ownership, and continuous development across distributed operations. Metrics, KPIs & Continuous Improvement: Playbook Creation & Operational Innovation Build repeatable, scalable playbooks for service delivery excellence—balancing near-term execution with long-term strategic design in a rapidly evolving environment.

Requirements

10+ years of senior leadership experience in consulting, business process outsourcing (BPO), healthcare operations, population health, care delivery, or similar, including leadership roles with ownership of delivery and financial performance (e.g., P&L ownership, utilization, margin).
Prior success and experience in a startup, high-growth environment.
Demonstrated hands-on, roll up your sleeves, and success designing and scaling tech-enabled service delivery models that drive measurable business and clinical outcomes.
Strong commercial driver mindset with a track record of contributing to or owning multi-million dollar revenue growth, client implementation, expansion, and retention.
Extensive experience working directly with healthcare clients, partners, or stakeholders, and influenced at the C-level and Board of Directors.
Drives execution in ambiguous, fast-paced environments by establishing structure, lean program management, clear plans and KPIs, enforcing accountability, maintaining attention to detail, and ensuring organized, end-to-end delivery of complex enterprise projects.
Thrives in high-pressure, ambiguous environments; demonstrates grit, resilience, and “smart hustle” to navigate challenges and deliver results.
Experience building, managing, and developing high-performing delivery teams (managing large teams), including performance management and talent development.
Embodies a growth mindset—continuously learning, iterating, and adapting as business needs evolve in a fast-paced, changing environment.
Strong analytical skills with experience leveraging data, KPIs, and performance metrics to drive operational decisions and improvements.
Experience partnering with Product, Engineering, and Data teams; familiarity with clinical workflows, EHR systems, and digital health platforms preferred.
Proven success in a high-performing environment: high velocity, strong ownership, comfort with ambiguity, resilience, and a true growth mindset.
Able to design scalable approaches for today while anticipating what the business will need tomorrow, and then follow through to deliver results.

Nice To Haves

Familiarity with clinical workflows, EHR systems, and digital health platforms.

Responsibilities

Define, build, and scale a world-class, AI-enabled service delivery function across large multispecialty physician groups and IDNs, with an emphasis on between-visit care.
Operate at the intersection of implementation, operations, product, and professional services, driving measurable outcomes in patient impact, client satisfaction, and multi-million dollar revenue growth.
Partner with executive leadership to drive multi-million dollar revenue growth (ARR $50+m), aligning service delivery capabilities with sales strategy, client implementation, expansion, and retention.
Lead and scale high-performing, cross-functional teams (direct and indirect)—including delivery managers, project managers, interoperability analysts, and technical solutions consultants—fostering a culture of accountability, ownership, and continuous development across distributed operations.
Build repeatable, scalable playbooks for service delivery excellence—balancing near-term execution with long-term strategic design in a rapidly evolving environment.

Benefits

Competitive base salary based on experience
Performance-driven bonus structure
On-target earnings (OTE) for this role range from $225,000 to $285,000, with additional upside potential in 2026.
High performers also have the potential to earn options at Phamily.
Medical, dental, and vision coverage for employees and dependents at a nominal cost
Starting at 12 accrued vacation days/year
Up to 9 accrued sick days/year
12 holidays
2 give-back days
HSA and FSA account options
401(k) Eligibility after 6 months of full-time employment; company matches 100% of the first 3% you contribute and 50% of the next 2% you contribute.
Collaborative, mission-driven work environment