Delivery Systems Lead, Customer Engineering
Why Translucent
Healthcare providers drive $2.5 trillion in medical expenditures annually — and operate on razor-thin 2–5% margins. Despite these stakes, the finance teams behind these organizations are buried in spreadsheets, manual data pulls, and disconnected systems, spending more time finding and cleaning data than actually using it to make decisions.
Translucent is changing that. We're building the agentic AI platform designed exclusively for healthcare finance — giving every finance team, department, service line their own arsenal of AI Agents that run 24/7, understand their specific data, business logic, and workflows.
Founded in 2024 and backed by GV, NEA, FPV, and Virtue, we've already been deployed by healthcare organizations managing over $5 billion in combined revenue. The product-market fit is real, the problem is massive, and we're just getting started. If you want to work at the intersection of AI and one of the most complex, consequential industries in the world — this is the place.
About the role
We're hiring a Delivery Systems Lead to report to our Head of Customer Engineering in New York. You'll design and run the operating layer behind our Customer Engineering org — the systems and rhythms that let every pod, account, and delivery team move with clarity as we scale, built from the ground up rather than handed to you.
You won't own an individual account or pod. Instead, you'll design how we track staffing, account status, and delivery health across the team, then own the day-to-day upkeep once it's in place — acting as a close thought partner to the Head of Customer Engineering on what to build first and how. This is an individual contributor role with outsized scope: full visibility into every account and pod across the team from day one.
What you'll do
- Design, build, and maintain a single source of truth for staffing, account status, and delivery/workload distribution across Customer Engineering — proposing how accounts, pods, people, and products relate to each other
- Map active customer accounts to Translucent's product portfolio by reviewing contracts and delivery documentation, keeping scope and pod coverage aligned as accounts evolve.
- Stand up a lightweight risk-tracking process for implementations and accounts, so issues get identified, escalated, and resolved early — in partnership with pod and delivery leads.
- Help build the metrics and reporting Customer Engineering uses to measure delivery health, data trust, and implementation quality, keeping it strictly scoped to signals CE actually owns.
- Coordinate across functions — ensuring seamless handoffs between Sales, Implementation, and Customer Success as accounts move from scoping through go-live, and running cross-pod/cross-functional syncs that bring structured updates and clear asks to leadership.
- Create and maintain documentation, playbooks, and lightweight governance so process knowledge doesn't live only in one person's head.
What we're looking for
Must-haves
- 3–5 years in an operations, program/project coordination, or business operations role; SaaS or startup experience is a plus but not required.
- A builder's instinct — energized by designing and evaluating new systems and tools from the ground up, and comfortable operating in a fast-moving, evolving environment where priorities shift as the team grows.
- Strong organizational and analytical instincts — comfortable reading a contract or technical document and translating it into a structured operational view.
- Excellent written communication — you'll be documenting decisions, drafting playbooks, and summarizing meetings for people who weren't in the room.
Nice-to-haves
- Prior exposure to forward-deployed engineering, professional services, or implementation teams.
- Experience in health tech space: consulting, SaaS, or start-up
- Experience standing up KPI/metrics frameworks for a technical delivery org.
- Experience prepping executive/board-level communications.
Education
Bachelor's degree (or higher), or equivalent experience in an operations or program-coordination role. We weigh hands-on operational judgment and ownership over formal credentials.
Location
New York City. In-office 4 days per week.
Compensation
$135K - $150K
