Head of Service Delivery

Scan.com; Atlanta (GA); Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Salary range of $150,000 - $180,000

Equity package

Flexible remote or hybrid work options

Personal development budget

Medical, vision, and dental coverage

28+ days PTO and wellbeing days

Paid parental leave

401k retirement plan

Equipment provided

Inclusive, people-first policies

Job summary

Scan.com is building America's national imaging network, connecting patients, providers, and payers to faster, higher-value diagnostic imaging. The Head of Service Delivery will lead WFM and QA, oversee vendor partnerships, and drive automation initiatives while ensuring HIPAA compliance and data security across outsourced operations.

You will build and develop a small team of functional leads, own vendor lifecycle, and set strategies for QA and WFM to improve service delivery, cost efficiency,

Qualifications

• Direct people-management experience leading managers or team leads, not just individual contributors.
• Service-obsessed and focused on delivering outstanding service to patients, partners, and colleagues.
• 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) — forecasting, scheduling, and intraday management.
• Experience building or overseeing Quality Assurance (QA) programs, including audit frameworks and calibration.
• A data-first mindset, comfortable building and reading vendor and team scorecards.
• Comfort operating at high speed without compromising on execution quality.
• Strong communication skills, able to translate complex, cross-functional work for executives and your own team alike.
• Experience redesigning operational workflows around automation or AI, with results you can quantify.
• Able to build a capacity model that forecasts both human and automated throughput.
• Experience structuring vendor contracts for shifts in workload and pricing terms.
• Comfortable setting quality standards for automated and agentic systems, and holding Product and Engineering to them.
• A working view on PHI and AI, including BAAs and data governance.
• Able to judge AI vendor claims and request evidence.

Responsibilities

• Build, lead, and develop a team of functional leads across WFM and QA, growing their capability to run their pillars independently.
• Own the end-to-end vendor lifecycle — sourcing, onboarding, contract structuring, performance management, and offboarding.
• Set the strategy for Quality Assurance (QA) — audit frameworks, calibration, scorecards, and coaching feedback loops.
• Set the strategy for Workforce Management (WFM) — demand forecasting, staffing plans, scheduling, and capacity modeling.
• Standardize reporting across QA and WFM, including SLA/KPI dashboards and vendor and team scorecards.
• Partner with the SVP of Operations on Service Delivery strategy, headcount planning, and budget for the function.
• Represent Service Delivery in cross-functional and executive conversations, translating team-level performance into business impact.
• Lead HIPAA compliance and data security oversight across all outsourced operations.
• Own the automation roadmap for Service Delivery and the cost-per-order targets.
• Rebuild WFM to forecast mixed human and automated capacity and align staffing with real-time demand.
• Help set the quality framework for agentic workflows and audit coverage.
• Act as operational owner for Product and Engineering on Courier automation and sign-off before patient-facing release.
• Make AI-assisted work the default and measure adoption and output gains at team level.
• Lead HIPAA and data security oversight across outsourced operations and AI tooling, including BAAs.

Skills

Vendor management

WFM & QA leadership

HIPAA knowledge

AI tools judgment

Executive communication

Contract negotiation

Automation strategy

Job description

We're Scan.com. We're building America's national imaging network: the infrastructure that connects patients, providers, and payers to faster, better-value diagnostic imaging. Thousands of patients move through our platform every day, and each is a real person waiting for an answer to a healthcare concern. We exist to get them that answer faster.

We manage the medical imaging pathway end-to-end. Providers order through a single point of entry, and from there, we run the entire medical diagnostic pathway. Managing the full pathway, rather than brokering pieces of it, is what lets us deliver imaging faster, at higher quality, and at a lower cost than the fragmented status quo.

We're looking for a Head of Service Delivery at an exciting time. We've raised over $200m in funding to date, reached profitability, and are growing 100% year on year.

Millions of people wait too long for a diagnosis. Come help us fix that.

WHAT YOU MIGHT BRING TO THE TABLE

You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value:

• Direct people-management experience leading managers or team leads, not just individual contributors.

• You are service-obsessed and focused on how we deliver outstanding service to patients, partners, and colleagues alike.

• A 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) — forecasting, scheduling, and intraday management.

• Experience building or overseeing Quality Assurance (QA) programs, including audit frameworks and calibration.

• A data-first mindset, comfortable building and reading vendor and team scorecards.

• Comfort operating at high speed without compromising on execution quality.

• Strong communication skills, able to translate complex, cross-functional work for executives and your own team alike.

• Experience redesigning operational workflows around automation or AI, with results you can quantify: handle time, cost per order, headcount avoided.

• Able to build a capacity model that forecasts both human and automated throughput, and shows where the next headcount dollar should go versus the next automation dollar.

• Experience structuring vendor contracts for shifts in workload: volume flexibility, per-outcome pricing, exit terms, and automation clauses.

• Comfortable setting quality standards for automated and agentic systems, and holding Product and Engineering to them.

• A working view on PHI and AI: what data can enter which tools, what a BAA must cover, and how to audit it.

• Able to judge AI vendor claims. You can tell a demo from a deployed result and ask for the evidence.

WHAT YOU WILL ACHIEVE IN THIS ROLE

This role sits within Service Delivery, reporting directly to the SVP of Operations. You'll own two core pillars — Workforce Management (WFM) and Quality Assurance (QA) — plus our vendor partnerships, leading a small team of functional leads (a WFM Lead and a QA Lead) who run the day-to-day.

As a scale-up business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:

• Build, lead, and develop a team of functional leads across WFM and QA, growing their capability to run their pillars independently.

• Own the end-to-end vendor lifecycle — sourcing, onboarding, contract structuring, performance management, and offboarding.

• Set the strategy for Quality Assurance (QA) — audit frameworks, calibration, scorecards, and coaching feedback loops. You will also be standing up the infrastructure for product testing on behalf of operational functions.

• Set the strategy for Workforce Management (WFM) — demand forecasting, staffing plans, scheduling, and capacity modeling — across internal and outsourced teams.

• Standardize reporting across QA and WFM, including SLA/KPI dashboards and vendor and team scorecards.

• Partner with the SVP of Operations on Service Delivery strategy, headcount planning, and budget for the function.

• Represent Service Delivery in cross-functional and executive conversations, translating team-level performance into business impact.

• Lead HIPAA compliance and data security oversight across all outsourced operations. - Own the automation roadmap for Service Delivery.

• Set and own a target for cost per order, defect rates, and key cost metrics

• Rebuild WFM to forecast mixed human and automated capacity, so staffing plans and vendor commitments track the real demand curve, in real time.

• Help set the quality framework for agentic workflows: error tolerance, escalation paths, human-in-the-loop points, and audit coverage.

• Act as the operational owner for Product and Engineering on Courier automation. Define what good looks like, test it, and sign off before patient-facing release.

• Make AI-assisted work the default across your team, and measure adoption and output gains at team level.

• Lead HIPAA and data security oversight across outsourced operations and AI tooling, including vendor due diligence and BAAs.

AI REQUIREMENTS

At Scan.com, AI isn't a side project; it's how we work. We expect everyone to use AI to think faster, remove drudgery, and multiply their output. What we care about is judgment: knowing when AI makes you sharper, when it doesn't, and how to use it responsibly around patient data. You don't need to be an engineer. You need to be someone who reaches for the best tool and gets more done as a result.

Tier 1 — AI-Native

For this role, the expectation is that you are AI-native. You build with AI directly, shipping, automating, or prototyping real work with LLMs and agents, and have clear judgment on where humans must stay in the loop.

• You build with AI, not just alongside it. You've shipped, automated, or prototyped something real using LLMs, agents, or AI tooling.

• You can explain a workflow you redesigned so a machine does the boring 80%.

• You have a view on where agentic systems help and where a human must stay in the loop, especially in regulated, PHI-adjacent work.

A VIEW ON OUR CULTURE

We're building something that matters. Every scan we speed up is a real person waiting on an answer, and that urgency runs through everything we do. We move fast, we own outcomes, and take pride in our output. If you like ambiguity, working with ambitious people, and want your work to visibly move the needle, you'll feel at home here.

HOW WE WILL INTERVIEW YOU

We keep our interview process short and sweet. Here are the stages you can expect, but we might switch up the order depending on team availability:

1. 30-minute introductory phone call with our Senior Talent Partner.

2. If it feels like there is an initial fit for all, we will invite you to a 45-minute video call with the hiring manager. This is a more structured interview that will deep-dive into the role and technical needs.

3. 'Scan Standard' interview, where our panel screens for values alignment and the success factors that matter at Scan.com. You will also be assessed on your AI fluency at the stage and depth relevant to this role (see AI Requirements above).

4. Meet the founders and/or other team members. Again, the length varies depending on how many people are involved and whether in person or via video call.

5. Offer!

WHAT WE OFFER

We go beyond the basics with our benefits package. We believe great work starts with supporting our people. Here's what you can expect from us:

• Salary range of $150,000 - $180,000

• 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, so you can show up at your best

• 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

DIVERSITY AT SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team to be representative of society's diversity, and for every employee to feel respected and able to bring their best selves to work.