Vice President, Marketplace Delivery

Position Summary

The Vice President, Marketplace Delivery will lead and transform how MacroHealth delivers value to customers through The MacroHealth Marketplace. Operating at the intersection of healthcare technology, payer operations, provider networks, and healthcare financial workflows, this executive will build a scalable, technology-enabled delivery organization that accelerates customer time-to-value, improves service reliability, and enables measurable customer outcomes.

The immediate mandate is Implementation and Customer Support: ensuring health plans, third-party administrators, and other healthcare buyers and sellers can successfully implement, integrate, and operate Marketplace solutions. This includes navigating complex healthcare data exchanges, enterprise integrations, multi-party workflows, and service dependencies while ensuring commitments are met, issues are resolved effectively, and customer outcomes are delivered reliably.

This leader will modernize service delivery through stronger operating discipline, AI, automation, self-service, and intelligent knowledge management, improving customer experience while reducing operational complexity and cost-to-serve.

Over time, this leader will also help shape the evolution of MacroHealth’s broader services model, including Analytics and Optimization and Professional Services. Today, healthcare domain experts across the organization work alongside Product and Engineering to deliver customer value while helping translate human expertise and workflows into scalable technology. As those capabilities become increasingly automated through the platform, MacroHealth will need to determine where specialized human expertise continues to add differentiated value, particularly in complex healthcare workflows, exceptions, analytical services, and higher-touch customer needs.

This leader will bring those capabilities into a cohesive services operating model and evaluate opportunities to package and monetize optional human-delivered services where appropriate.

The ideal candidate is an experienced healthcare technology and operations leader who has led complex delivery organizations and successfully transformed manual, fragmented, or labor-intensive operations into scalable, technology-enabled services. This leader combines deep understanding of the healthcare ecosystem with operating discipline, systems thinking, financial acumen, and a demonstrated ability to lead significant organizational transformation.

Key Responsibilities:

Operational Transformation & Leadership

• Lead the transformation of fragmented, manual, or labor-intensive service operations into a disciplined, scalable, technology-enabled delivery model.

• Identify opportunities to eliminate unnecessary work, standardize recurring processes, automate workflows, and progressively shift human-delivered capabilities into scalable technology.

• Establish clear operational accountability, performance measures, governance, and continuous-improvement practices across the delivery organization.

• Partner closely with Product and Engineering to distinguish operational responsibilities from platform capabilities and systematically reduce the need for manual intervention as technology matures.

• Build and develop a high-performing leadership team capable of managing complex healthcare operations while driving meaningful organizational and technological change.

• Lead organizational evolution as automation, AI, and platform capabilities change the skills, roles, and structures required to deliver customer value.

• Develop operating plans, resource strategies, and financial measures that improve service economics while maintaining customer outcomes and operational reliability.

Implementation

• Lead complex healthcare customer implementations involving health plans, third-party administrators, and other healthcare buyers, ensuring effective coordination across customer operations, technology teams, data partners, and Marketplace participants.

• Build a repeatable, increasingly technology-enabled implementation model that accelerates customer time-to-value and progressively reduces the manual effort required to deploy and expand The Marketplace.

• Establish scalable approaches to healthcare data integration, validation, onboarding, and operational readiness, including claims, eligibility, provider, and other relevant healthcare data exchanges.

• Improve implementation quality, predictability, and efficiency while reducing unnecessary customization and operational complexity.

• Develop standardized methodologies, tools, reusable assets, and automation that improve delivery consistency and scalability.

• Establish clear ownership, accountability, and handoffs across Implementation, Customer Support, Product, Engineering, Account Management, Sales, customers, and external partners.

• Ensure implementation practices account for the operational realities of healthcare buyers and sellers, including administrative workflows, vendor dependencies, regulatory requirements, and business continuity.

• Use implementation and service delivery insights to identify recurring customer needs and inform scalable Product and Engineering solutions.

Customer Support

• Own the end-to-end operational performance of customer services following go-live, ensuring reliable delivery across complex healthcare workflows, data exchanges, integrations, and dependencies involving multiple Marketplace participants.

• Establish scalable service-management processes, operating rhythms, performance measures, and continuous-improvement practices that improve reliability, accountability, and customer experience.

• Develop effective service-management and escalation processes for healthcare operational issues, including data discrepancies, transaction failures, integration disruptions, and other issues affecting customer financial performance or business operations.

• Build a modern, tiered support model combining self-service, AI-enabled support, automation, healthcare domain expertise, and effective human escalation.

• Apply AI, automation, and intelligent knowledge management to improve issue prevention, intake, routing, resolution, root-cause analysis, and customer self-service.

• Partner with Product and Engineering on the technical reliability, performance, and resilience of the platform and integrations while owning service management, customer-facing commitments, incident coordination, and communication.

• Partner with Security and Compliance to ensure appropriate management and governance of security-, privacy-, and compliance-related service issues.

• Establish performance measures that reflect both operational service quality and the downstream business impact of service issues on customers.

• Use service and support insights to identify systemic issues and translate recurring customer needs into scalable technology and product capabilities.

Analytics & Optimization

Anticipated expansion of responsibility as the Marketplace Delivery organization evolves.

• Lead the delivery of healthcare analytics and optimization services that help customers understand Marketplace performance, identify opportunities to i