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Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories.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 have end-to-end ownership of planning and execution for both internal processes and projects. You’ll be responsible for supervising and managing the team and will own our core processes, performance management, tactical coaching, and ensuring productivity, quality benchmarks, and SLAs are met consistently. You will also partner with the different teams to identify, pilot, and operationalize AI- and automation-driven tools that reduce manual work, improve data quality, and scale our workflows, while training your team to adopt these tools safely and effectively.

• Lead Team Execution & Daily Operations
  Oversee day-to-day operations for a team of 8–10 Researchers, Associates, and Senior Associates. Provide guidance on case handling, workflow interpretation, and troubleshooting complex issues to ensure consistent delivery against quality and SLA targets.
• Manage Workflows & Drive Throughput
  Own workload distribution, proactively identify bottlenecks, and reallocate tasks to maintain efficiency and meet operational goals. Independently manage complex workstreams with minimal supervision.
• Ensure Quality & Process Adherence
  Provide quality oversight through case reviews and audits, ensuring consistent application of SOPs and policies. Address escalations and maintain high standards across all outputs.
• Coach & Develop Team Members
  Deliver day-to-day coaching tailored to individual strengths and development areas. Support onboarding, training, and continuous skill-building to help team members build confidence and mastery in core workflows.
• Partner with Stakeholders in India and US
  Build strong working relationships with cross-functional teams, manage expectations, and align on priorities. Balance competing requests and escalate when necessary to ensure smooth execution.
• Drive Process Improvements & Innovation
  Identify recurring gaps and inefficiencies, and collaborate with managers to design and implement improvements. Encourage experimentation and continuous improvement within defined guardrails.
• Navigate Ambiguity & Enable Team Success
  Provide clarity in ambiguous situations, help the team stay focused on immediate goals, and escalate complex challenges appropriately when they fall outside team scope.
• Leverage AI & Enable Scalable Solutions
  Partner with AI and Product teams to pilot and implement automation initiatives that improve efficiency and data quality. Encourage the team to adopt AI-driven tools, identify opportunities for automation, and contribute ideas that reduce manual effort and scale operations.

• A Bachelor’s degree from a reputed institution  with a strong academic record. 
• 5+ years of experience in data/business operations, analytics, or research with at least 1-2 years experience as a Team Lead in managing operations or customer service teams
• Proficiency in tools such as MS applications (Excel, Word, Powerpoint) Google applications (Google doc, sheets), Salesforce, Monday.com, Confluence with capability to handle large data sets
• A background in US healthcare or Healthcare Tech companies is a plus.
• Experience working across global or cross-timezone teams (India/US) is a plus.
• Excellent verbal and written communication skills in English
• Strong analytical skills, attention to detail and sharp focus
• Strong interpersonal and team skills with a history of high engagement across teams managed
• Ability to learn quickly and readily adapt to change 
• Familiarity with AI-driven tools and workflows, with the ability to identify opportunities to leverage automation, improve efficiency, and reduce manual effort
• Experience contributing to or piloting AI/automation initiatives and building AI agents (e.g., workflow automation, data processing tools, or process optimization) is a plus