Director of Operations, East

We're looking for a Director of Operations, East, at an exciting time. We've raised over $200m in funding to date, reached profitability, and are growing 100% year on year.

Millions of people wait too long for a diagnosis. Come help us fix that.

WHAT YOU WILL BE GETTING INVOLVED IN

We're seeking an exceptional individual to fill our Director of Operations, East role for our Personal Injury division. You will be working closely with our SVP of Operations, focusing on delivering Operations for our main business line. You will be primarily responsible for the strategy, structure, and performance of that strong operations team based in Atlanta, Georgia. You will be the key link between departments, ensuring the smooth roll-out of new products and services. As a fundamental part of your role, you will seek to deliver operational leverage, ensuring operations run at the highest level of efficiency and improving essential patient & provider success metrics. You will also take the lead in strategizing and developing long-term plans that usher in new levels of productivity and success for the company.

As a scale-up business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:

• Develop operational architecture to enhance team productivity and agility.
• Assist the SVP of Operations in optimizing workflows and ensuring maximum
  performance.
• Establish yourself as a subject matter expert, implementing top-tier operational
  processes and practices.
• Standardize reporting, including dashboard optimization and data management.
• Monitor, plan, and analyze key operational metrics for timely task completion.
• Some travel to new markets to understand our team's requirements.
• Design and implement efficient operational processes.
• Manage the onboarding of all marketplace participants.
• Lead the US Operations team for your markets and collaborate with other leaders to
  achieve operational excellence.
• Collaborate with the Product team to identify product gaps and improve efficiency and
  patient care.
• Identify skill requirements and potential leaders within your Operations team for
  scalability.
• Own the operational metrics, ensuring team adherence to critical deliverables.
• Lead HIPAA compliance across the organization.
• Implement new technologies to stay at the forefront of operational processes and service
  delivery.
• Work cross-functionally to ensure seamless service delivery.
• Collaborate with the Head of Provider Management to meet key imaging center SLAs and
  network performance.
• Have a continuous improvement background and/or Lean Six Sigma training/familiarity.

THE TOP 4 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR ARE

Frame these as outcomes, not activities. Picture the end-of-year-one review: what would make us say "that went well"? Cover hard skills and values/culture. No trade secrets.

1. Ensure we have the operational foundations to scale to 10x across multiple states.
2. Help implement a metrics-focused culture designed around driving patient engagement
   and operational excellence.
3. Assume leadership responsibility for team leads and their broader teams.
4. Identify areas for increased automation and efficiency as we scale, working closely with
   our data, product, and engineering teams.

WHAT YOU MIGHT BRING TO THE TABLE

You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value:

• You have a track record of exceptional delivery within a healthcare operations role.
• You may also have experience in Personal Injury medical operations.
• You have a proven ability to motivate teams and retain the best talent.
• You have substantial experience delivering efficiencies and are a master of processes and
  implementation.
• You have experience with customer service platforms
• You have experience with applying automation or AI to manual operational processes.
• You are an effective communicator who can coherently explain complex processes,
  bringing all organizational stakeholders with you on the journey.
• You have a data-first mindset and are comfortable manipulating numbers.
• You are comfortable dealing with ambiguity and are not afraid to change your mind or
  challenge your previous assumptions based on new evidence.
• You are familiar with service center metrics and key operational metrics.
• You are comfortable working at high speed without compromising execution quality.
• You are forward-looking and are constantly pushing yourself and your teams to identify
  improvements in processes.

AI REQUIREMENTS

At Scan.com, AI isn't a side project; it's how we work. We expect everyone to use AI to think faster, remove drudgery, and multiply their output. What we care about is judgment: knowing when AI makes you sharper, when it doesn't, and how to use it responsibly around patient data. We'll assess this in the way that matters for this role, using the tier below. You don't need to be an engineer. You need to be someone who reaches for the best tool and gets more done because of it.

• Tier 2 - For this role, the expectation is that you are AI-Amplified. AI is part of your daily workflow for drafting, analysis, and research, and you know how to check its output and use it responsibly with sensitive data. (most commercial, marketing, finance, people, and G&A roles)
  
  • AI is part of your daily default. You use it to draft, analyse, research, and pressure-test your own thinking.
  • You can show concrete examples where AI made your work meaningfully faster or better.
  • You know its failure modes: you check its work, and you don't paste sensitive data into public tools.
  • Assessment: we'll ask you to walk through how you'd use AI to tackle a real task from the role.

One assessment principle across all tiers: we're testing judgment and adaptability, not whether you've memorized today's tools. Tools change quarterly; the ability to learn and apply them is what compounds.

HOW WE WILL INTERVIEW YOU

We keep our interview process short and sweet, and we're a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability:

1. Introductory call/interview with our Senior Talent Partner. The call is via telephone and will last around 30 minutes.
2. Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 45 minutes. This is a more structured interview that will deep-dive into the role and technical needs.
3. 'Scan Standard' interview, where our panel screens for values alignment and the success factors that matter at Scan.com. You will also be assessed on your AI fluency at the stage and depth relevant to your role (see AI Requirements above).
4. Meet the founders and/or other team members. Again, length varies depending on how many people and whether in person or via video call.
5. Offer!

WHAT WE OFFER

We go beyond the basics with our benefits package. We believe great work starts with supporting our people. Here's what you can expect from us:

• Salary range of $150,000 - $180,000
• 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, so you can show up at your best
• 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
• Atlanta office perks: Complimentary team lunch every Wednesday, on-site gym access, roof-terrace and on-site lunch options.

We look forward to receiving your application!