Senior Director, Service Delivery

Senior Director, Service Delivery

Location: New York City or Chicago

Job Type: Full-time, Hybrid 3 days in the NY/ Chicago office (or traveling)

Travel Expectations: up to 50%

Job Reports To: Vice President, Product

On-Target Earning (OTE) Range (salary + performance bonus): $225,000 to $285,000, with additional upside potential in 2026

About Jaan Health/Phamily

Jaan Health is a leading AI-based care management company serving healthcare providers. For nearly a decade, the company has leveraged its easy-to-use, proprietary technology to enable health systems, medical groups, and ACOs to deliver high-quality, high-ROI proactive care to hundreds of thousands of previously underserved patients.

Phamily, the company's core technology platform, has transformed chronic disease management with clinically tested AI and easy-to-use technology that enables physicians and care teams to offer high-touch, individualized patient care that has been proven to reduce investment in extra labor and the overall cost of care.  Phamily helps ensure healthcare providers are compensated fairly for providing high-quality care between office visits, while improving the lives of patients with chronic diseases. Learn more at phamily.com.

Key Responsibilities:

We are seeking a Senior Director of Service Delivery to define, build, and scale a world-class, AI-enabled service delivery function across large multispecialty physician groups and IDNs, with an emphasis on between-visit care. This leader will operate at the intersection of implementation, operations, product, and professional services, driving measurable outcomes in patient impact, client satisfaction, and multi-million dollar revenue growth.

This is a critical leadership role for a client-facing operator who thrives in a start-up, high-growth environment—where ambiguity, scale, and urgency demand grit, smart hustle, and a growth mindset, and who is energized by building systems that multiply human performance through AI.

In this role you will: 

• Operational Leadership & Execution:
• Commercial Growth Driver: Partner with executive leadership to drive multi-million dollar revenue growth (ARR $50+m), aligning service delivery capabilities with sales strategy, client implementation, expansion, and retention.
• Client & Partner Leadership (Client-Facing):
• Product & Technology Integration:
• Team Leadership & Talent Development:Lead and scale high-performing, cross-functional teams (direct and indirect)—including delivery managers, project managers, interoperability analysts, and technical solutions consultants—fostering a culture of accountability, ownership, and continuous development across distributed operations.
• Metrics, KPIs & Continuous Improvement:
• Playbook Creation & Operational Innovation
  Build repeatable, scalable playbooks for service delivery excellence—balancing near-term execution with long-term strategic design in a rapidly evolving environment.

Requirements:

• Expertise: 10+ years of senior leadership experience in consulting, business process outsourcing (BPO), healthcare operations, population health, care delivery, or similar, including leadership roles with ownership of delivery and financial performance (e.g., P&L ownership, utilization, margin). Prior success and experience in a startup, high-growth environment.
• Proven Builder & Scaler: Demonstrated hands-on, roll up your sleeves, and success designing and scaling tech-enabled service delivery models that drive measurable business and clinical outcomes.
• Commercial Orientation: Strong commercial driver mindset with a track record of contributing to or owning multi-million dollar revenue growth, client implementation, expansion, and retention.
• Client-Facing Leadership: Extensive experience working directly with healthcare clients, partners, or stakeholders, and influenced at the C-level and Board of Directors.
• Operational Excellence: Drives execution in ambiguous, fast-paced environments by establishing structure, lean program management, clear plans and KPIs, enforcing accountability, maintaining attention to detail, and ensuring organized, end-to-end delivery of complex enterprise projects..
• Grit Leadership: Thrives in high-pressure, ambiguous environments; demonstrates grit, resilience, and “smart hustle” to navigate challenges and deliver results. Experience building, managing, and developing high-performing delivery teams (managing large teams), including performance management and talent development.
• Growth Mindset & Adaptability: Embodies a growth mindset—continuously learning, iterating, and adapting as business needs evolve in a fast-paced, changing environment.
• Data-Driven & Analytical Operator: Strong analytical skills with experience leveraging data, KPIs, and performance metrics to drive operational decisions and improvements.
• Cross-Functional & Technical Fluency: Experience partnering with Product, Engineering, and Data teams; familiarity with clinical workflows, EHR systems, and digital health platforms preferred.

We are a fast-growing, early-stage company with a bold mission and significant work ahead; every employee at Jaan Health must embody growth company DNA. This means you have proven success in a high-performing environment: high velocity, strong ownership, comfort with ambiguity, resilience, and a true growth mindset.

You are both a playbook builder and executor—able to design scalable approaches for today while anticipating what the business will need tomorrow, and then follow through to deliver results.

Our expectations are grounded in how we work and lead every day:

• Care – You operate with a deep sense of responsibility to patients, clients, and teammates. You understand that caring for patients, people, and the business are inseparable, and you make decisions that support both long-term impact and sustainable growth.
• Curiosity – You ask “why,” challenge assumptions, and seek better ways of working. You actively learn, test ideas, and pursue solutions that drive meaningful impact—especially when faced with constraints or limitations.
• Clarity – You bring structure to ambiguity. You define goals, simplify complexity, and communicate in a clear, direct, and actionable way. You understand that clarity is respect and that simplicity enables scale.
• Co-Creation – You collaborate across teams, functions, and partners. You actively seek diverse perspectives and understand that the best outcomes come from integrating ideas across the ecosystem—not working in silos.
• Craftsmanship – You are disciplined in execution and committed to continuous improvement. You focus on building high-quality, scalable solutions, balancing speed with precision, and consistently raising the bar.

Compensation & Benefits:

• High Earning Potential: Competitive base salary based on experience, complemented by a performance-driven bonus structure. On-target earnings (OTE) for this role range from $225,000 to $285,000, with additional upside potential in 2026.
• Equity: High performers also have the potential to earn options at Phamily.
• Medical, dental, and vision coverage for employees and dependents at a nominal cost
• Paid Time Off: Starting at 12 accrued vacation days/year, up to 9 accrued sick days/year, 12 holidays, and 2 give-back days
• HSA and FSA account options
• 401(k) Eligibility after 6 months of full-time employment; company matches 100% of the first 3% you contribute and 50% of the next 2% you contribute.
• Collaborative, mission-driven work environment

Jaan Health and Phamily provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.