Deployment Operations Lead

Ops Lead

We're hiring an Ops Lead to own the operational health and delivery performance of a portfolio of key customers. This role is responsible for ensuring customer work is delivered on time, at quality, and efficiently across launch, steady-state operations, escalations, and vendor execution.

This is not just a delivery coordination role. We are looking for a strong operator with deep systems thinking who can diagnose what is driving performance, surface insights across workflows and customers, and lead improvements across quality, input quality, AI performance, workflow design, tooling, and operational execution.

You will be accountable for core delivery KPIs including OTD / SLA attainment, successful resolution rate, quality outcomes, operational health, and cost to serve. You will work closely with Product, Engineering, Client Success, Quality, and BPO partners to ensure customer operations run reliably and scale efficiently.

Own Operational Health for Key Customers

• Own operational performance for a portfolio of customers across launch, hypercare, and steady-state delivery
• Be accountable for OTD / SLA attainment, successful resolution rate, quality outcomes, and overall customer delivery health
• Ensure delivery work is executed reliably across internal teams, BPO partners, and workflows

Diagnose Performance and Surface Deep Operational Insight

• Develop a deep understanding of what is driving customer performance across delivery, quality, retries, inputs, AI behavior, and workflow design
• Identify root causes behind misses in SLA, quality, successful resolution, and cost to serve
• Use data and operational judgment to distinguish between symptoms and systemic issues
• Surface actionable insights to internal teams and help prioritize the highest-impact fixes

Drive Corrective Action Across Quality, Inputs, AI, and Systems

• Act as the operational owner for customer delivery issues and escalations
• Partner with Quality to resolve defects, CAPAs, overturns, and recurring execution issues
• Partner with Product and Engineering to address issues in input quality, AI performance, routing, tooling, and workflow reliability
• Drive corrective actions across delivery, training, scripting, systems, and vendor performance until performance improves

Improve Delivery Efficiency and Scalability

• Identify bottlenecks in retries, routing, workflow design, queue management, manual work, and handoffs
• Translate recurring operational pain into scalable process, tooling, and systems improvements
• Partner with Systems, Quality, and RCM/Scripting to improve cost to serve, reduce attempts per submission, and improve operational health
• Help operationalize repeatable processes rather than relying on heroic effort

Own Vendor and Workforce Performance

• Manage BPO/vendor execution for assigned customers, including readiness, throughput, adherence, and quality
• Partner with Training and Expansion to ensure workflows, SOPs, and customer-specific requirements are implemented effectively
• Escalate vendor performance issues and help drive remediation plans when needed

Support Launches, Changes, and Growth

• Support launches, expansions, and workflow changes for assigned customers
• Ensure handoffs from Trial Ops into steady-state delivery are operationally sound
• Help customers move from bespoke handling toward more standardized, scalable operating models where possible

Build the Operating System

• Create and improve playbooks, operating cadences, customer runbooks, escalation paths, and operating reviews
• Contribute to a stronger operational system that improves delivery quality, customer outcomes, and efficiency over time
• Help build the Ops function into a more data-driven, insight-driven, and systems-oriented organization

Who You Are

• 5+ years in operations, strategy & operations, consulting, or similarly execution-heavy roles
• Proven experience owning outcomes in complex operational environments, not just advising on them
• Strong systems thinker who can connect customer symptoms to deeper issues in process, quality, tooling, AI behavior, inputs, or workforce execution
• Analytical and highly comfortable using data to investigate problems, prioritize work, and drive decisions
• Strong operator who can manage multiple moving parts while staying focused on metrics and execution
• Comfortable working cross-functionally with Quality, Systems, Product, Engineering, Client Success, and external vendors
• Strong problem solver who can move from issue identification to root-cause diagnosis to sustained process improvement
• Strong communicator who can drive clarity, alignment, and accountability across internal and external stakeholders
• High ownership and bias for action; you step into ambiguity and make the operation better

Nice to Have

• Experience in healthcare, RCM, call center operations, or other operationally complex service environments
• Experience managing BPOs, offshore teams, or external delivery partners
• Experience working with AI-enabled workflows, QA/QC systems, routing systems, operational tooling, or workflow automation
• Experience in high-growth environments where processes and systems are still being built
• Experience using SQL, spreadsheets, dashboards, or analytics tools to investigate operational performance

What Success Looks Like

• Customers in your portfolio consistently meet OTD / SLA targets and show strong operational health
• Delivery issues are identified early, diagnosed accurately, and resolved with durable fixes
• Quality issues are addressed through structured corrective actions, not repeated firefighting
• Input quality, workflow issues, and AI-related issues are surfaced quickly and routed to the right owners
• Attempts per submission and cost to serve improve over time
• BPO/vendor execution is well-managed and operational changes land cleanly
• Your customer book becomes more scalable, standardized, insight-driven, and reliable quarter over quarter