Team Lead, Provider Data Operations

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across 200+ specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. 

We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

As a Provider Data Operations Team Lead, you will lead and coach a team while owning productivity, quality, and SLA performance. You will bring clarity to ambiguous problems, remove workflow bottlenecks, and ensure the team executes consistently against operational goals. 

You will also use AI hands-on in your daily work. You’ll identify repetitive or error-prone tasks, test AI-enabled approaches, balance speed with accuracy and human review, and turn successful experiments into repeatable workflows the broader team can adopt safely and effectively. 

• Use AI to Improve Daily Operations: Use AI tools hands-on to analyze problems, accelerate routine work, summarize information, improve data quality, and support better decisions. Regularly ask where a manual workflow can be simplified, automated, or redesigned. 

• Identify, Pilot & Scale AI-Enabled Solutions: Spot high-value opportunities to reduce repetitive work or prevent errors. Design practical pilots, define success measures, evaluate results, and partner with AI, Product, Systems, and Operations teams to turn proven ideas into sustainable workflows. 

• Balance Speed, Accuracy & Human Review: Apply sound judgment to determine where AI can operate independently and where human validation is required. Monitor output quality, surface risks, and ensure AI-enabled processes remain accurate, explainable, and aligned with established guardrails. 

• Lead Team Execution & Daily Operations: Oversee day-to-day operations for a team of 8-10 Researchers, Associates, and Senior Associates. Provide clear direction on case handling, workflow interpretation, and complex troubleshooting to deliver consistently against productivity, quality, and SLA targets. 

• Manage Workflows & Drive Throughput: Own workload distribution, proactively identify bottlenecks, and reallocate work to maintain flow and meet operational goals. Independently manage complex workstreams with minimal supervision. 

• Ensure Quality & Process Adherence: Provide quality oversight through case reviews, audits, and trend analysis. Ensure consistent application of SOPs and policies, address escalations, and maintain high standards across both human and AI-assisted outputs.

• Coach & Develop Team Members: Deliver coaching tailored to individual strengths and development areas. Support onboarding, training, and continuous skill-building, including helping team members use AI tools confidently, responsibly, and effectively. 

• Lead Change & Drive Adoption: Translate new tools and pilots into clear operating guidance. Gather team feedback, address adoption barriers, and reinforce the behaviors needed to make improved workflows stick. 

• Partner with Stakeholders in India and the US: Build strong cross-functional relationships, align on priorities and success measures, manage expectations, and escalate appropriately to ensure smooth execution across time zones. 

• Navigate Ambiguity & Drive Continuous Improvement: Break ambiguous problems into clear next steps, use data and experimentation to learn quickly, and create repeatable processes from successful solutions. 

• 5+ years of experience in data operations, business operations, analytics, research, or customer service. People management experience is preferred; however, strong individual contributors with hands-on AI or automation experience and demonstrated readiness to transition into a leadership role will also be considered.
• An AI-native approach to problem-solving: you naturally explore whether manual work can be improved, automated, or supported by AI. 
• Experience using Claude is a plus.
• Hands-on experience in building AI-enabled tools, agents, workflow automations, or data/process automation solutions to solve business or operational problems. 
• Ability to evaluate AI output critically, recognize limitations, and design appropriate human-review checks to protect accuracy and data quality. 
• Demonstrated ability to turn experiments into documented, measurable, repeatable workflows and coach others through change. 
• Strong operations leadership, including workload management, performance coaching, SLA ownership, quality oversight, and escalation handling. 
• Strong analytical skills, attention to detail, and the ability to use data to diagnose problems and measure impact. 
• Curious, hands-on, and quick to learn new tools; comfortable experimenting within defined guardrails. 
• Proficiency with Microsoft Office and Google Workspace applications, plus experience with tools such as Salesforce and Confluence and the ability to work with large data sets. 
• Excellent verbal and written communication skills in English. 
• Strong interpersonal skills and a track record of building engaged, adaptable, and high-performing teams. 
• A Bachelor’s degree from a reputed institution with a strong academic record. 
• Experience in US healthcare or healthcare technology is a plus. 
• Experience working across global or cross-time-zone teams, particularly India and the US, is a plus.