Operations Lead

About the role

Superdial is seeking an Operations Lead to manage the critical initial phase of the customer journey. You will oversee trial execution from intake through delivery and deployment, ensuring our operational processes are scalable, measurable, and effective. In this capacity, you will own the design and optimization of end-to-end workflows that directly influence the success of healthcare revenue cycle initiatives. You will act as the central coordination point between technical and commercial teams to ensure alignment on operational goals. The role requires a proactive mindset focused on translating complex requirements into repeatable processes. You will be responsible for establishing the foundational structures that allow our AI solutions to scale efficiently in a production environment. This position is pivotal in driving the reliability and consistency of our trial operations.

Key facts

What you'll do

• Translate customer needs and use cases into actionable operational requirements, including scripts, workflows, and quality standards.
• Manage trial performance metrics such as batch completion, success rates, turnaround time, and deployment readiness.
• Identify and resolve systemic performance issues by analyzing data related to AI behavior, tooling, and process design.
• Coordinate across Sales, Customer Success, Product, Engineering, and Quality teams to drive corrective actions and ensure smooth handoffs.
• Develop and maintain trial playbooks, intake templates, and dashboards to improve operational consistency.
• Implement AI tools and automation to reduce manual effort and increase the scalability of trial operations.
• Lead the analysis of trial outcomes to inform adjustments in process design and AI configuration.
• Partner with engineering to define and track key performance indicators that reflect operational health.
• Perform root cause analysis on failed trials and collaborate on remediation plans to prevent recurrence.
• Maintain documentation of standard operating procedures to support onboarding and training of new team members.
• Monitor industry trends and best practices to continuously refine the trial execution framework.
• Support the development of new feature rollouts by validating operational readiness and process alignment.
• Facilitate cross-functional reviews to ensure that trial workflows meet commercial and technical objectives.
• Drive the optimization of intake processes to improve the speed and accuracy of trial initiation.

Requirements

• 7+ years of experience in operations, strategy, product operations, technical solutions, or implementation roles.
• Proven ability to manage complex, end-to-end workflows and cross-functional initiatives.
• Experience working in customer-facing environments where speed, quality, and commercial outcomes are critical.
• Strong analytical skills with the ability to use data and dashboards to diagnose issues and drive decision-making.
• Demonstrated success in building systems and processes within high-growth or execution-heavy environments.
• Proficiency in using AI tools, automation, and structured data to improve operational efficiency.
• Ability to work effectively in a hybrid environment with a commitment to in-office presence in New York City.
• Strong written and verbal communication skills to interface with internal and external stakeholders.
• Experience managing priorities in a fast-paced, deadline-driven environment.
• Capability to interpret technical documentation and collaborate with engineering teams.
• Willingness to adhere to company policies and procedural guidelines.
• Commitment to maintaining the confidentiality and security of customer data.
• Readiness to contribute to a culture of execution, accountability, and continuous improvement.

Nice to have

• Background in healthcare, revenue cycle management, call center operations, or marketplace operations.
• Experience with AI-enabled workflows, QA/QC systems, or complex routing logic.
• Experience in pre-sales or post-sales solutioning and technical customer success.
• Experience working with offshore teams, BPOs, or external delivery partners.
• Familiarity with healthcare-specific compliance and regulatory considerations.
• Prior experience managing vendor relationships or third-party integrations.

Practical notes

This position is based in New York City and requires a hybrid in-office presence. Benefits include health insurance, 401(k) plan, unlimited PTO, and 16 weeks of parental leave. Final salary offers are determined by experience, internal equity, and performance assessment. The role is part of the Agent Operations team and reports into the designated leadership layer. Applicants must be authorized to work in the United States without sponsorship for this role. Relocation assistance is not provided for this position. The company reserves the right to modify roles and responsibilities based on evolving business needs. All hired candidates are subject to background checks as part of the final employment decision process. The work environment is dynamic, requiring adaptability and a high degree of self-direction. Successful candidates will engage with stakeholders at multiple levels across the organization.