Delivery Operations Lead Healthcare

Who we are

Perceptas mission is to transform critical institutions with applied AI. We care deeply that industries that power the world (healthcare manufacturing energy supply chain) benefit from frontier technology.

To make that happen we collaborate with industry-leading customers to drive AI transformation. We bring together:

• Forward-deployed expertise in engineering product and research

• Mosaic our in-house toolkit for rapidly deploying agentic workflows

• Strategic partnerships with companies like Anthropic McKinsey AWS and the General Catalyst portfolio

Percepta is a direct partnership with General Catalyst a global transformation and investment company.

About the role

Delivery is our strategy. At Percepta we believe that the work only counts if it ships gets adopted and moves our customers meaningfully forward. The Delivery Operations Lead is the person who creates and executes our roadmap and structure of operational excellence at our largest healthcare engagements.

As a Delivery Ops Lead you are responsible for operational excellence at a given customer. As part of this you will build deep relationships and orchestrate across nurse managers scheduling leads IT operators clinical informaticists and middle managers inside the health system who run things day-to-day and the engineers PMs and researchers on our team who build for them. If there is something to know about the ground truth you will not only know it but understand it deeply. You will own the execution and development of our operating cadence the KPIs and whether were hitting them user adoption and the rituals that hold a large and growing cross-functional team together. You understand how to strike the balance between solutions that scale but are lightweight and flexible. Ultimately you understand and make meaning of the unglamorous but essential work of translating strategy into the numerous decisions and subsequent deliverable actions a week that make it real.

You have deep experience in the healthcare space and understand that where workflows are intricate stakeholders are many and adoption is everything codifying and running these operations are the glue that makes all the difference. If the idea of imagining a hospital operating system to drive best in class care gets you excited we should talk.

If the idea of running tight operations inside of a 1000 bed hospital where getting the patient itinerary exactly right gets you up in the morning this is for you.

What youll own

Create manage the operating system of the engagement

• Create and own the engagements single source of truth: the tracker the decision log the rituals the onboarding docs the support channels.

• Set and iterate on the weekly rhythm standups workstream syncs SteerCo prep retros and rebuild the rituals as the team scales from five to twenty-plus.

• Codify learnings into the Percepta Mission Operating Manual the templates cadences and playbooks used across teams.

• Build consensus and drive action across engineering product research and embedded customer staff.

• Own the operational KPIs end-to-end: what we measure how we measure it the target where we are against it what we do when we miss. Run the weekly ops review so are we actually on track has a clear defensible answer every week.

• As the team grows and scales own the staffing asks (role level gap ramp plan) and run onboarding so new team members are productive in week two not week six. Partner with the Engagement Lead on team composition decisions and own the execution of whatever we decide.

Drive rollout and adoption in the field

• Own the rollout plan unit by unit which floor which service line which shift goes first and what ready to expand looks like at each phase. You know that rollouts dont happen in a deck; they happen on the night shift and youre there for it.

• Develop and execute the adoption strategy across the org: comms training shadowing office hours floor walks.

• Track adoption and feedback rigorously and partner with Product Managers to iterate both the rollout strategy and the product itself.

• Triage blockers daily. The ones you can clear you clear. The ones you cant you escalate with a specific ask and a recommended path. You know how to be surgical but empathetic and the team knows that when you make an ask its mission critical.

• You understand where surge capacity lives across Percepta and how to activate the right levers should the circumstances demand it.

• You are always in information gathering mode and are seeking to understand ground truth and spot the blocker nobody has named yet and unstick it before it becomes a blocker.

Close the loop between the field and the team

• Own the feedback plumbing and create the infrastructure: structured input from end users (nurses schedulers clinicians ops staff) managers and the Percepta team.

• Translate what you hear into action: into the backlog into a conversation with the Engagement Lead or Tech Lead or into a cadence change.

• Keep the engagement legible up and down: whats shipping whats blocked what we learned; communicated cleanly to Percepta leadership and across the engagement team.

• When we solve something hard capture how we solve it and codify it into the operating manual to constantly improve operations.

• You keep operations lightweight but extremely impactful and are always looking for the simplest yet most elegant way to solve problems.

Translating strategy into tradeoffs

• When the Engagement Lead or Technical Lead sets direction youre the one who makes the tradeoffs legible: what were not doing what slips what gets staffed down what the user will notice.

• Own the prioritization artifact and run the conversation that keeps everyone aligned when priorities shift.

You may be a good fit if you

• Have 510 years operating inside or alongside healthcare delivery systems a health system ops seat a healthcare software companys delivery or implementation org a healthcare-focused consulting practice a payer ops role or an embedded product/engineering team shipping to providers. Non-healthcare experience is not a substitute.

• Think of Operations as a craft not a stepping stone. A well-run weekly cadence a sharp KPI tracker a clean escalation; these are things you take pride in not things you delegate.

• Have run a program with real P&L or budget accountability for example: 15 people $5M measured against operational metrics you defended every week.

• Exhibit extreme ownership. You dont ask whos responsible for this. If its unowned and the engagement needs it its yours until its someone elses.

• Know healthcare workflows deeply enough to push back. When a nurse manager says this wont work on nights you know whether theyre right and why and what it would take to make it work.

• Are comfortable being the most-in-the-weeds person in the room and the most-in-the-weeds person on the team.

• Willing to spend meaningful time on-site with healthcare customers outside of New York (varies by engagement; expect 50-75% of weeks onsite depending on the phase)

• Understand how to best partner with and enable Engagement Leads and want to be the underlying motor that helps keep things running.

Nice to haves

• Experience running operations inside a large health system (1000 bed equivalent) or a scaled healthcare software companys delivery org.

• Familiarity with healthcare data and integration norms Redox HL7/FHIR basics EHR workflow handoffs HIPAA-aware communication practice.

• Experience with workforce management tooling (UKG Kronos Workday) or healthcare scheduling workflows.

• A track record of building playbooks templates or operating systems that other teams adopted.

Our Values

Dream bigger: We have the unique privilege of taking on the most ambitious problems and we should chase them with optimism responsibility and genuine belief that we can make it happen. We have to embrace the hard things when no one else will.

Heart in the game: What were doing matters and we have to give a shit. Internally that means fixing badness when you find it. Externally it means honoring the trust our customers place in us with their most important problems. This isnt a 9-5 nor is it a job were ever going to monitor your hours. We promise to put work in front of you that matters and in return we ask you to promise to care.

Win for the customer: Everyone is an engineer and the job of an engineer is to deliver outcomes not outputs. Everything we dothe products we build the partnerships we launch the strategy we setexists to make our customers successful. Delivery is the strategy.

Make the call: Organizations are only as strong as the pace at which they make decisions. Everyone at Percepta should feel empowered to commit and shape the ambiguity in front of them. But make the call cuts both ways: make the decision and make the phone call. High-agency decision-making only works with high-bandwidth communication and we commit to never operate in silos.

Intensity with kindness: We believe in excellence in execution candor in feedback ruthlessness in prioritization and survivalist urgency. We also believe you dont need to be an asshole to deliver on any of this. The trust built through shared kindness and vulnerability is what makes the intensity sustainable.