Who we are
Percepta's mission is to transform critical institutions with applied AI. We care deeply that industries that power the world (healthcare, manufacturing, energy, supply chain) benefit from frontier technology.
To make that happen, we collaborate with industry-leading customers to drive AI transformation. We bring together:
Forward-deployed expertise in engineering, product, and research
Mosaic, our in-house toolkit for rapidly deploying agentic workflows
Strategic partnerships with companies like Anthropic, McKinsey, AWS, and the General Catalyst portfolio
Percepta is a direct partnership with General Catalyst, a global transformation and investment company.
About the role
Delivery is our strategy. At Percepta, we believe that the work only counts if it ships, gets adopted, and moves our customers meaningfully forward. The Delivery Operations Lead is the person who creates and executes our roadmap and structure of operational excellence at our largest healthcare engagements.
As a Delivery Ops Lead, you are responsible for operational excellence at a given customer. As part of this, you will build deep relationships and orchestrate across nurse managers, scheduling leads, IT operators, clinical informaticists, and middle managers inside the health system who run things day-to-day, and the engineers, PMs, and researchers on our team who build for them. If there is something to know about the ground truth, you will not only know it, but understand it deeply. You will own the execution and development of our operating cadence, the KPIs and whether we're hitting them, user adoption, and the rituals that hold a large and growing cross-functional team together. You understand how to strike the balance between solutions that scale but are lightweight and flexible. Ultimately, you understand and make meaning of the unglamorous but essential work of translating strategy into the numerous decisions and subsequent deliverable actions a week that make it real.
You have deep experience in the healthcare space, and understand that where workflows are intricate, stakeholders are many, and adoption is everything, codifying and running these operations are the glue that makes all the difference. If the idea of imagining a hospital operating system to drive best in class care gets you excited, we should talk.
If the idea of running tight operations inside of a 1,000+ bed hospital, where getting the patient itinerary exactly right gets you up in the morning, this is for you.
What you'll own
Create + manage the operating system of the engagement
Create and own the engagement's single source of truth: the tracker, the decision log, the rituals, the onboarding docs, the support channels.
Set and iterate on the weekly rhythm — standups, workstream syncs, SteerCo prep, retros — and rebuild the rituals as the team scales from five to twenty-plus.
Codify learnings into the Percepta Mission Operating Manual — the templates, cadences, and playbooks used across teams.
Build consensus and drive action across engineering, product, research, and embedded customer staff.
Own the operational KPIs end-to-end: what we measure, how we measure it, the target, where we are against it, what we do when we miss. Run the weekly ops review so "are we actually on track" has a clear, defensible answer every week.
As the team grows and scales, own the staffing asks (role, level, gap, ramp plan) and run onboarding so new team members are productive in week two, not week six. Partner with the Engagement Lead on team composition decisions and own the execution of whatever we decide.
Drive rollout and adoption in the field
Own the rollout plan unit by unit — which floor, which service line, which shift goes first, and what "ready to expand" looks like at each phase. You know that rollouts don't happen in a deck; they happen on the night shift, and you're there for it.
Develop and execute the adoption strategy across the org: comms, training, shadowing, office hours, floor walks.
Track adoption and feedback rigorously and partner with Product Managers to iterate both the rollout strategy and the product itself.
Triage blockers daily. The ones you can clear, you clear. The ones you can't, you escalate with a specific ask and a recommended path. You know how to be surgical, but empathetic and the team knows that when you make an ask, it’s mission critical.
You understand where surge capacity lives across Percepta and how to activate the right levers should the circumstances demand it.
You are always in information gathering mode, and are seeking to understand ground truth and spot the blocker nobody has named yet and unstick it before it becomes a blocker.
Close the loop between the field and the team
Own the feedback plumbing and create the infrastructure: structured input from end users (nurses, schedulers, clinicians, ops staff), managers, and the Percepta team.
Translate what you hear into action: into the backlog, into a conversation with the Engagement Lead or Tech Lead, or into a cadence change.
Keep the engagement legible up and down: what's shipping, what's blocked, what we learned; communicated cleanly to Percepta leadership and across the engagement team.
When we solve something hard, capture how we solve it and codify it into the operating manual to constantly improve operations.
You keep operations lightweight, but extremely impactful and are always looking for the simplest yet most elegant way to solve problems.
Translating strategy into tradeoffs
When the Engagement Lead or Technical Lead sets direction, you're the one who makes the tradeoffs legible: what we're not doing, what slips, what gets staffed down, what the user will notice.
Own the prioritization artifact and run the conversation that keeps everyone aligned when priorities shift.
You may be a good fit if you
Have 5–10+ years operating inside or alongside healthcare delivery systems — a health system ops seat, a healthcare software company's delivery or implementation org, a healthcare-focused consulting practice, a payer ops role, or an embedded product/engineering team shipping to providers. Non-healthcare experience is not a substitute.
Think of Operations as a craft, not a stepping stone. A well-run weekly cadence, a sharp KPI tracker, a clean escalation; these are things you take pride in, not things you delegate.
Have run a program with real P&L or budget accountability, for example: 15+ people, $5M+, measured against operational metrics you defended every week.
Exhibit extreme ownership. You don't ask "who's responsible for this." If it's unowned and the engagement needs it, it's yours until it's someone else's.
Know healthcare workflows deeply enough to push back. When a nurse manager says "this won't work on nights," you know whether they’re right, and why, and what it would take to make it work.
Are comfortable being the most-in-the-weeds person in the room and the most-in-the-weeds person on the team.
Willing to spend meaningful time on-site with healthcare customers outside of New York (varies by engagement; expect 50-75% of weeks onsite depending on the phase)
Understand how to best partner with and enable Engagement Leads, and want to be the underlying motor that helps keep things running.
Nice to haves
Experience running operations inside a large health system (1,000+ bed equivalent) or a scaled healthcare software company's delivery org.
Familiarity with healthcare data and integration norms — Redox, HL7/FHIR basics, EHR workflow handoffs, HIPAA-aware communication practice.
Experience with workforce management tooling (UKG, Kronos, Workday) or healthcare scheduling workflows.
A track record of building playbooks, templates, or operating systems that other teams adopted.
Our Values
Dream bigger: We have the unique privilege of taking on the most ambitious problems and we should chase them with optimism, responsibility, and genuine belief that we can make it happen. We have to embrace the hard things when no one else will.
Heart in the game: What we're doing matters and we have to give a shit. Internally, that means fixing badness when you find it. Externally, it means honoring the trust our customers place in us with their most important problems. This isn’t a 9-5, nor is it a job we’re ever going to monitor your hours. We promise to put work in front of you that matters and in return, we ask you to promise to care.
Win for the customer: Everyone is an engineer and the job of an engineer is to deliver outcomes, not outputs. Everything we do—the products we build, the partnerships we launch, the strategy we set—exists to make our customers successful. Delivery is the strategy.
Make the call: Organizations are only as strong as the pace at which they make decisions. Everyone at Percepta should feel empowered to commit and shape the ambiguity in front of them. But "make the call" cuts both ways: make the decision and make the phone call. High-agency decision-making only works with high-bandwidth communication and we commit to never operate in silos.
Intensity with kindness: We believe in excellence in execution, candor in feedback, ruthlessness in prioritization, and survivalist urgency. We also believe you don't need to be an asshole to deliver on any of this. The trust built through shared kindness and vulnerability is what makes the intensity sustainable.