Head of Service Delivery & AI Ops

SCAN; United States; Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

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

All necessary equipment

Inclusive, people-first policies

Job summary

Scan.com is seeking a Head of Service Delivery in the United States to lead WFM and QA, overseeing vendor partnerships and a small team of functional leads. You will drive automation, data-driven improvements, and high-quality patient service across the imaging network.

In this scale-up role, you will own forecasting, capacity planning, and contract governance, while partnering with Product and Engineering to implement AI-enhanced workflows. Remote/hybrid options available.

Qualifications

• Direct people-management experience leading managers or team leads.
• Service-obsessed with delivering outstanding patient, partner, and colleague service.
• Experience managing third-party vendor relationships in healthcare operations.
• Contract negotiation and SLA governance experience.
• Experience overseeing workforce management: forecasting, scheduling, intraday management.
• Experience building or overseeing QA programs with audit frameworks and calibration.
• A data-first mindset with ability to build vendor and team scorecards.
• Ability to drive automation/AI while preserving quality and speed of execution.
• Capable of building capacity models for human and automated throughput.
• Skill in structuring vendor contracts for workload shifts and per-outcome pricing.
• Comfort setting quality standards for automated and human workflows, with cross-functional alignment.
• Awareness of PHI and AI data handling; knowledge of BAAs and audits.
• You can evaluate AI vendor claims and require evidence.

Responsibilities

• Build and develop a team of functional leads across WFM and QA.
• Own end-to-end vendor lifecycle: sourcing, onboarding, contracts, performance, and offboarding.
• Set QA strategy: audit frameworks, calibration, scorecards, and testing infrastructure for ops.
• Set WFM strategy: demand forecasting, staffing plans, scheduling, and capacity modeling.
• Standardize reporting across QA and WFM with SLA/KPI dashboards and vendor metrics.
• Partner with SVP of Operations on Service Delivery strategy, headcount planning, and budget.
• Represent Service Delivery in executive conversations; translate performance into business impact.
• Lead HIPAA compliance and data security oversight across outsourced operations.
• Own the automation roadmap for Service Delivery and measure outcomes.
• Drive adoption of AI-assisted work and track team-level output gains.

Skills

People management

Service excellence

Vendor management

Contract negotiation

SLA governance

Workforce planning

Quality assurance

Data-driven decision making

Automation/AI in ops

Capacity modeling

Vendor contract structuring

Product & Eng collaboration

HIPAA & data security

AI vendor evaluation

Job description

Scan.com is seeking a Head of Service Delivery in the United States to lead WFM and QA, overseeing vendor partnerships and a small team of functional leads. You will drive automation, data-driven improvements, and high-quality patient service across the imaging network.

In this scale-up role, you will own forecasting, capacity planning, and contract governance, while partnering with Product and Engineering to implement AI-enhanced workflows. Remote/hybrid options available.