scan-com - Head of Service Delivery
Requirements
• At Scan.com http://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 http://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.
Responsibilities
• 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.
Benefits
• 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: • 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 http://Scan.com • Scan.com http://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. • If you need an accommodation to apply or interview, contact us at [email protected]. • We look forward to receiving your application!
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