Deployment Operations Lead at SuperDial
About the Role
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.
About the Role
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