Head of Service Delivery & Operations

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

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,