Delivery Operations Lead - Healthcare

About the role

Percepta's 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. 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 we're 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 1,000+ bed hospital, where getting the patient itinerary exactly right gets you up in the morning, this is for you.

Responsibilities

• Create + manage the operating system of the engagement
• Create and own the engagement's 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 don't happen in a deck; they happen on the night shift, and you're 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 can't, 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, it's 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 conve

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