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Salary: USD 150,000 - 180,000 / annual
Scan.com is building America's national imaging network, connecting patients, providers, and payers to faster, better-value diagnostic imaging. The company manages the medical imaging pathway end-to-end, enabling faster delivery, higher quality, and lower costs than fragmented competitors. With over $200M in funding, profitability, and 100% year-on-year growth, Scan.com is at an inflection point.
The Head of Service Delivery role reports directly to the SVP of Operations and owns two core pillars: Workforce Management (WFM) and Quality Assurance (QA), plus vendor partnerships. You will lead a small team of functional leads (WFM Lead and QA Lead) who run day-to-day operations.
Key responsibilities include:
- Build, lead, and develop a team of functional leads across WFM and QA, growing their capability to run pillars independently
- Own the end-to-end vendor lifecycle: sourcing, onboarding, contract structuring, performance management, and offboarding
- Set QA strategy including audit frameworks, calibration, scorecards, and coaching feedback loops; stand up infrastructure for product testing
- Set WFM strategy for demand forecasting, staffing plans, scheduling, and capacity modeling across internal and outsourced teams
- Standardize reporting across QA and WFM with SLA/KPI dashboards and vendor/team scorecards
- Partner with SVP of Operations on Service Delivery strategy, headcount planning, and budgeting
- Represent Service Delivery in cross-functional and executive conversations
- Lead HIPAA compliance and data security oversight across outsourced operations
- Own the automation roadmap for Service Delivery
- Set and own targets for cost per order, defect rates, and key cost metrics
- Rebuild WFM to forecast mixed human and automated capacity in real time
- Set quality framework for agentic workflows: error tolerance, escalation paths, human-in-the-loop points, and audit coverage
- Act as operational owner for Product and Engineering on Courier automation; define standards, test, and sign off before patient-facing release
- Make AI-assisted work the default across your team; measure adoption and output gains
- Lead HIPAA and data security oversight across outsourced operations and AI tooling, including vendor due diligence and BAAs
The role expects you to be AI-native: you should have shipped, automated, or prototyped real work using LLMs and agents; be able to explain workflows redesigned so machines handle the boring 80%; and have clear judgment on where humans must stay in the loop, especially in regulated, PHI-adjacent work.
REQUIREMENTS:
- Direct people-management experience leading managers or team leads, not just individual contributors
- Service-obsessed mindset 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
- Data-first mindset, comfortable building and reading vendor and team scorecards
- Comfort operating at high speed without compromising execution quality
- Strong communication skills to translate complex, cross-functional work for executives and teams
- Experience redesigning operational workflows around automation or AI, with quantifiable results (handle time, cost per order, headcount avoided)
- Ability to build capacity models forecasting human and automated throughput, showing where next headcount dollar should go versus automation dollar
- Experience structuring vendor contracts for workload shifts: volume flexibility, per-outcome pricing, exit terms, and automation clauses
- Comfortable setting quality standards for automated and agentic systems, holding Product and Engineering accountable
- Working knowledge of PHI and AI: what data can enter which tools, BAA coverage, and audit approaches
- Ability to judge AI vendor claims, distinguish demos from deployed results, and request evidence
- AI-native capability: you build with AI directly, shipping, automating, or prototyping real work with LLMs and agents; have clear judgment on where humans must stay in the loop
