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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Workforce Management and Quality Assurance strategies, including vendor lifecycle management, operational workflow redesign, and compliance with HIPAA regulations. Proven ability to leverage AI and automation to enhance operational efficiency and quality standards.
Highest-signal resume keywords
Workforce Management (WFM)Quality Assurance (QA)Vendor ManagementAI-Native ExperienceData-First Mindset
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ForecastingSchedulingAudit FrameworksCapacity ModelingContract NegotiationSLA GovernanceOperational Workflow RedesignPerformance ManagementCost Metrics ManagementQuality Standards Setting
Soft Skills
Strong Communication SkillsPeople ManagementCross-Functional Collaboration
Tools & Technologies
AI ToolingAutomation ToolsSLA/KPI Dashboards
Industry Keywords
Healthcare OperationsPHI ComplianceData SecurityVendor Lifecycle Management
About the role
Key responsibilities & impact- Build, lead, and develop functional leads across Workforce Management and Quality Assurance
- Own the end-to-end vendor lifecycle, including sourcing, onboarding, contract structuring, performance management, and offboarding
- Set the Quality Assurance strategy, including audit frameworks, calibration, scorecards, coaching feedback loops, and operational product-testing infrastructure
- Set the Workforce Management strategy across internal and outsourced teams, including demand forecasting, staffing plans, scheduling, and capacity modeling
- Standardize QA and WFM reporting, including SLA/KPI dashboards and vendor and team scorecards
- Partner with the 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 and AI tooling
- Own the Service Delivery automation roadmap
- 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
- Help define quality frameworks for agentic workflows, including error tolerance, escalation paths, human-in-the-loop points, and audit coverage
- Act as operational owner for Product and Engineering on Courier automation, including testing and sign-off before patient-facing release
- Make AI-assisted work the default and measure team-level adoption and output gains
Requirements
What you’ll need- Direct people-management experience leading managers or team leads, not just individual contributors
- 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), including 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
- Strong communication skills, able to translate complex, cross-functional work for executives and the team
- Experience redesigning operational workflows around automation or AI, with quantifiable results
- Ability to build capacity models forecasting human and automated throughput
- 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
- Working knowledge of PHI and AI, including tool data access, BAAs, and auditing
- Ability to evaluate AI vendor claims using evidence from deployed results
- AI-native experience: shipped, automated, or prototyped real work using LLMs, agents, or AI tooling
- Ability to identify where agentic systems help and where humans must remain in the loop, especially in regulated, PHI-adjacent work
Benefits
Comp & perks- Equity package
- 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
- 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