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Operations Lead

SuperDial· Operations
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New York City$120k - $150kFull-timePosted 1mo ago

About the role

We’re hiring an Operations Lead to own the customer’s first operational experience with SuperDial, driving trial execution from intake to results and handoff into deployment while building scalable, data-driven processes across cross-functional teams.

Responsibilities

  • Partner with Sales and Customer Success to understand each customer’s workflow, use case, success criteria, constraints, and decision-making context.
  • Translate ambiguous customer needs into clear operational requirements, workflows, scripts, inputs, quality expectations, and success metrics.
  • Identify risks early, including unclear scope, poor input quality, workflow complexity, missing context, AI performance gaps, or operational execution issues.
  • Track and improve key trial metrics, including batch completion rate, trial success rate, turnaround time, quality outcomes, and readiness for deployment.
  • Use data and operational judgment to understand what is driving performance.
  • Distinguish between one-off execution misses and deeper systemic issues across inputs, workflow design, scripting, AI behavior, tooling, quality review, or process.
  • Surface crisp, commercially relevant insights that inform customer conversations, expansion opportunities, deployment readiness, and internal prioritization.
  • Partner with Agent Operations, Product, Engineering, Quality, Customer Success, and Sales to resolve issues that impact trial performance.
  • Drive corrective actions across workflows, scripts, inputs, quality review, tooling, automation behavior, and operating processes.
  • Escalate thoughtfully and ensure the right owners have the right context to act.
  • Ensure customer context, trial learnings, scripts, workflow nuances, quality issues, and operational decisions are clearly handed off to the deployment operator or steady-state owner.
  • Create and improve trial playbooks, intake templates, operating cadences, dashboards, runbooks, escalation paths, and handoff processes.
  • Use AI tools, automation, and structured workflows to reduce manual effort, improve consistency, and make trial operations more scalable.
  • Turn recurring pain points into repeatable systems, templates, prompts, workflows, or tooling improvements.
  • Partner with Product, Engineering, and Agent Operations to understand where AI behavior, workflow logic, tooling, or input quality is affecting trial performance.

Qualifications

  • 7+ years of relevant experience in operations, strategy and operations, product operations, implementation, technical solutions, customer operations, consulting, or another execution-heavy environment.
  • Experience owning complex workflows, customer deployments, internal systems, operational processes, or cross-functional initiatives end-to-end.
  • Experience operating in a customer-facing or commercially visible environment where quality, speed, communication, and outcomes all matter.
  • Strong ability to define metrics, diagnose quality or performance issues, and communicate outcomes clearly.
  • Demonstrated ability to work cross-functionally across Sales, Customer Success, Product, Engineering, Quality, or Operations.
  • Strong analytical judgment and comfort using spreadsheets, dashboards, structured analysis, or operational data to investigate problems and drive decisions.
  • Experience using AI tools, automation, dashboards, spreadsheets, or workflow systems to improve operational quality, speed, visibility, or repeatability.

Skills

Required:Cross-functional collaborationMetrics and data analysis

Benefits

  • Health benefits
  • 401(k) plan
  • Equity
  • Unlimited PTO
  • 16 weeks of parental leave
Last updated Sep 17, 2026. Interested? Apply on the company site.

About SuperDial

Voice AI Agents for Healthcare RCM

SuperDial is the #1 voice AI platform for RCM teams. Automate prior auths, claim status, and eligibility — with real-time documentation in your EHR or RCM platform.

Voice AIHealthcareRCMAutomationRevenue Cycle
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