Senior Manager, Clinical Operations and AI Strategy
New
All Vida Employees must reside in/be able to work from the U.S.Full-TimeManager
Salary130,000 - 150,000 USD per year
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Job Details
- Experience
- 5-7 years
- Required Skills
- AgileProduct ManagementQA AutomationZendesk
Requirements
- Bachelors Degree at a minimum.
- 5-7 years of experience in operations strategy, business systems, or an ops-facing product or program management role.
- Demonstrated experience with Zendesk or comparable support platforms.
- Familiarity with AI and automation capabilities within support platforms (Zendesk AI, bot/agent frameworks).
- Proven ability to facilitate workflow mapping and translate ambiguous operational problems into structured requirements.
- Experience working directly alongside product and engineering teams in an agile or iterative delivery environment.
- Strong written and verbal communication skills.
- People management experience is preferred.
- Experience working within compliance, privacy, or clinical safety constraints is a strong plus.
Responsibilities
- Own and maintain the roadmap for Zendesk and related tooling across clinical, records management, member support, and provider support.
- Work closely with clinical and service team Leads through workflow mapping and discovery sessions to identify bottlenecks, manual effort, and automation opportunities.
- Evaluate and prioritize AI agent opportunities in Zendesk and other platforms in partnership with the Lead Zendesk Administrator.
- Serve as the primary stakeholder and advocate for clinical and member service teams in product and engineering planning cycles.
- Define success metrics and own the feedback loop for launched initiatives, including AI agent performance.
- Partner with product, engineering, legal, compliance, and clinical leadership to establish guardrails and approval processes for AI-assisted workflows.
- Support change management for new tools and workflows, including documentation, training coordination, and phased rollout planning.
- Track and communicate roadmap progress and initiative outcomes to the Chief Clinical & Member Services Officer.
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