Head of Strategic Deployments & Operations

Arbiter is the AI-powered care orchestration system that unites healthcare. We are launching our best-in-class, patient-facing Agentic platform to optimize patient outcomes through a unique multimodal approach. We optimize complex healthcare workflows that interface with patients using the latest Agentic AI approaches, and we combine it with a sophisticated platform to serve this Agentic layer at scale.

Backed by one of the largest seed rounds in health tech history and operators who bring the expertise and distribution to scale nationally, we're building the connected infrastructure healthcare should have had all along.

Our Culture & Values

We are a high-performing group of engineers dedicated to delivering innovative, high-quality solutions to our clients and business partners. We believe in:

- Excellence: Taking immense pride in our craft and the products we build, treating both with utmost respect and care.

- Impact-Driven Development: Firmly committed to engineering high-quality, fault-tolerant, and highly scalable systems that evolve seamlessly with business needs, minimizing disruption.

- Collaboration Over Ego: Valuing exceptional work and groundbreaking ideas above all else. We seek talented individuals who are accustomed to working in a fast-paced environment and are driven to ship often to achieve significant impact.

- Continuous Growth: Fostering an environment of continuous learning, mentorship, and professional development, where you can deepen your expertise and grow your career.

Responsibilities

As Head of Strategic Deployments & Operations, Reporting to the COO. You will own how these programs are designed, launched, and run. The role is a player-coach, split about 50/50. Half your time goes to leading our most complex payer deployments yourself. The other half goes to building and managing the team and operating system that makes every deployment work. Own scoping for agentic deployments in new verticals: Work closely with GTM representing product in early phases of customer journey, define scope, flag what's feasible in the near term with our agentic workflows, and translate ambiguous customer requests into crisp requirements with measurable success criteria. Map the clinical or user journey and configure the initial program using our existing templates,

Program design and strategic deployments:

- Lead end-to-end deployment of high-value payer programs, covering scoping, workflow design, build, launch, and steady state, with clear owners, milestones, and success metrics.

- Turn plan priorities (HEDIS and Stars measures, care gap targets, member experience, compliance requirements) into program designs: target populations, outreach sequencing, channel mix, agent and nurse handoffs, and escalation logic.

- Serve as the final reviewer of workflow design before launch. You are accountable for making sure what we build matches what the plan needs and what the data supports.

- Guide customer stakeholders across operations, clinical, IT, compliance, and executive functions through rollout, change management, and adoption.

- Campaign quality. You set the standards, measurement, and QA process for live campaigns, and you are accountable for performance

- Nurse operations. Where nurses are part of the workflow, you own staffing models, protocols, escalation paths, and throughput

Quality ownership:

- Define and run the quality framework for live campaigns: conversation QA, workflow accuracy, outcome tracking, and root-cause analysis.

- Set performance baselines and targets with customers, report against them, and lead corrective action when campaigns underperform.

Nurse operations:

- Own operating models for nurse-supported workflows: staffing, scheduling, protocols, documentation standards, clinical escalation, and productivity metrics.

- Work with clinical leadership to keep nurse workflows safe, compliant, and well integrated with agentic outreach.

- Scale nurse capacity in step with program growth without losing quality or unit economics.

Team and operating system:

- Hire, lead, and develop a team of deployment and program managers and nurse operations staff.

- Turn deployment learnings into repeatable playbooks, templates, program design patterns, and launch checklists.

- Use deployment insights to shape product roadmap and internal processes so Arbiter can deliver complex programs reliably at scale.

- Run risk tracking and escalation across the payer portfolio, and raise blockers early enough that go-live dates and member experience are protected.

Minimum Qualifications

- 10 - 15 years of experience as a business operator, project manager, product manager, or management consultant within healthcare

- Deep familiarity with payer workflows and organizational dynamics: quality and Stars programs, HEDIS measures, care management, member outreach, and the compliance constraints around them.

- A track record of designing and launching complex, multi-stakeholder programs where workflow design drove the outcome.

- Hands-on experience owning operational quality: defining metrics, running QA, and fixing underperformance.

- Experience running or working closely with clinical or nurse-led operations.

- Clear, credible communication with both health plan executives and engineers. You can translate between member outcomes, operational reality, and technical execution.

- Comfort with ambiguity and a bias to act. You will build process where little exists today.

Preferred Qualifications

- Direct experience inside a health plan (Quality, Stars, Care Management, or Member Engagement leadership).

- Experience in payer operations, quality, or customer-facing implementation in payer environments, including at least 3 years leading teams.

- Background at a healthtech startup or a digital health vendor selling to payers.

- Clinical credential (RN) or experience managing RN teams.

- Familiarity with AI or automation-driven outreach, contact center operations, or workforce management.

This role will be onsite in our New York City office, a fast-paced, collaborative environment where great ideas move quickly from whiteboard to production.

Job Benefits

We offer a comprehensive and competitive benefits package designed to support your well-being and professional growth:

- Highly Competitive Salary & Equity Package: Designed to rival top FAANG compensation, including meaningful equity.

- Generous Paid Time Off (PTO): To ensure a healthy work-life balance.

- Comprehensive Health, Vision, and Dental Insurance: Robust coverage for you and your family.

- Life and Disability Insurance: Providing financial security.

- Simple IRA Matching: To support your long-term financial goals.

- Professional Development Budget: Support for conferences, courses, and certifications to fuel your continuous learning.

- Wellness Programs: Initiatives to support your physical and mental health.

Pay Transparency

The annual base salary range for this position is $250,000-$300,000. Actual compensation offered to the successful candidate may vary from the posted hiring range based on work experience, skill level, and other factors.