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Zocdoc is a healthcare marketplace that empowers patients by making it easy to find and book in-person or virtual care across all 50 US states, 200+ specialties, and 12,000+ insurance plans. The company is on a mission to transform healthcare by giving patients market power and choice, driving quality up and prices down.
As Team Lead for Provider Data Operations, you will lead a team of 8-10 researchers and associates while owning productivity, quality, and SLA performance. This is an AI-first operations role where you use AI hands-on in daily work, not just strategically.
Key responsibilities include:
**AI-Enabled Operations**: Use AI tools to analyze problems, accelerate routine work, improve data quality, and support decisions. Identify repetitive or error-prone tasks and test AI-enabled approaches to simplify or automate workflows.
**Pilot & Scale Solutions**: Spot high-value opportunities to reduce repetitive work or prevent errors. Design practical pilots, define success measures, evaluate results, and partner with AI, Product, Systems, and Operations teams to turn proven ideas into sustainable workflows.
**Balance Speed, Accuracy & Human Review**: Apply sound judgment to determine where AI can operate independently versus where human validation is required. Monitor output quality, surface risks, and ensure AI-enabled processes remain accurate and aligned with guardrails.
**Lead Team Execution**: Oversee day-to-day operations, provide clear direction on case handling and complex troubleshooting, and deliver consistently against productivity, quality, and SLA targets.
**Manage Workflows & Throughput**: Own workload distribution, identify bottlenecks, reallocate work to maintain flow, and independently manage complex workstreams.
**Quality & Process Adherence**: Provide quality oversight through case reviews, audits, and trend analysis. Ensure consistent application of SOPs and policies, address escalations, and maintain high standards across human and AI-assisted outputs.
**Coach & Develop**: Deliver tailored coaching to support onboarding, training, and continuous skill-building, including helping team members use AI tools confidently and responsibly.
**Drive Change & Adoption**: Translate new tools and pilots into clear operating guidance. Gather feedback, address adoption barriers, and reinforce behaviors needed to make improved workflows stick.
**Cross-Functional Partnership**: Build strong relationships with stakeholders in India and the US, align on priorities, manage expectations, and escalate appropriately across time zones.
**Navigate Ambiguity**: Break complex problems into clear next steps and drive continuous improvement.
