Head of Service Delivery — AI-Driven Ops & Vendor Leadership

Scan.com; United States; Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Equity

Remote/hybrid options

Personal development budget

Medical, vision, dental coverage

PTO & wellbeing days

Parental leave

401k retirement plan

Equipment provided

Inclusive, people-first policies

Job summary

Scan.com seeks a Head of Service Delivery to lead two core pillars—Workforce Management and Quality Assurance—and manage vendor partnerships. You will build and develop a small team of functional leads, oversee end-to-end vendor lifecycle, and set strategies for QA and WFM across internal and outsourced teams.

You’ll work with Product and Engineering on automation, HIPAA compliance, and data security, while driving cost efficiency and AI-enabled improvements across operations.

Qualifications

• Direct people-management experience leading managers or team leads.
• Service-obsessed with delivering outstanding patient/provider/colleague service.
• Experience managing vendors in healthcare operations.
• Experience with third-party vendor relationships, including contract negotiation and SLA governance.
• Experience overseeing Workforce Management (WFM) forecasting, scheduling, and intraday management.
• Experience building QA programs, including audit frameworks and calibration.
• Data-first mindset; able to read vendor and team scorecards.
• Comfort operating at high speed with strong execution quality.
• Strong communication; translating cross-functional work for executives and teams.
• Experience redesigning workflows around automation or AI with measurable results.
• Ability to build capacity models forecasting human and automated throughput.
• Experience structuring vendor contracts for workload shifts and automation clauses.
• Setting quality standards for automated and agentic systems; collaborating with Product/Engineering.
• Understanding PHI and AI data handling; performing BAAs and audits.
• Ability to judge AI vendor claims and demand evidence.

Responsibilities

• Build and lead a team of functional leads across WFM and QA.
• Own end-to-end vendor lifecycle: sourcing, onboarding, contracts, performance, offboarding.
• Set QA strategy: audit frameworks, calibration, scorecards, and testing infrastructure.
• Set WFM strategy: demand forecasting, staffing, scheduling, capacity modeling across internal and outsourced teams.
• Standardize QA and WFM reporting, including SLA/KPI dashboards and scorecards.
• Partner with SVP of Operations on strategy, headcount planning, and budget.
• Represent Service Delivery in cross-functional/executive discussions; translate performance to business impact.
• Lead HIPAA compliance and data security oversight across outsourced ops and AI tooling; own automation roadmap.
• Define cost per order and other key cost metrics; align staffing with demand in real-time.
• Lead Product/Engineering collaboration for Courier automation; validate before patient-facing releases.
• Drive AI adoption and measure output gains at team level.

Skills

People management

Service excellence

Vendor management

Contract negotiation

SLA governance

WFM forecasting

WFM scheduling

QA programs

Scorecards

Automation & AI

Capacity modeling

Vendor contracts

Quality standards

PHI & AI data

AI vendor evaluation

Tools

None

Job description

Scan.com seeks a Head of Service Delivery to lead two core pillars—Workforce Management and Quality Assurance—and manage vendor partnerships. You will build and develop a small team of functional leads, oversee end-to-end vendor lifecycle, and set strategies for QA and WFM across internal and outsourced teams.

You’ll work with Product and Engineering on automation, HIPAA compliance, and data security, while driving cost efficiency and AI-enabled improvements across operations.