Senior Manager, Clinical Operations and AI Strategy

ABOUT US
At Vida, we help people get better- and we're helping the healthcare system get better, too.
Vida is a virtual, personalized obesity care provider that uses evidence-based treatment to help patients manage obesity and related conditions like diabetes, high blood pressure, anxiety and depression. Vida's team of Obesity Medicine-Certified Physicians, Registered Dietitians, Expert Coaches and Licensed Therapists takes a whole-person approach to care, helping people lose weight, reduce stress and improve their overall health.
By combining advanced technology with top-notch healthcare providers, Vida is breaking down the barriers that have historically kept people from getting the best care. It's trusted by Fortune 100 companies, major national payers and large providers to enable their employees to live their healthiest lives.
**Vida is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Vida is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Vida is registered.
Please note: Applicants must be authorized to work in the U.S. as Vida is unable to sponsor work visas for any position.All Vida Employees must reside in/be able to work from the U.S.- international work is prohibited. Job postings at Vida are evergreen and will remain open through end of year, until filled.

Vida Health is seeking a Senior Manager, Clinical Operations & AI Strategy to serve as the primary advocate and strategic voice for our Clinical Operations, Member Support, and Provider Support teams. This role sits at the intersection of operations, product, and engineering, reporting directly to the Chief Clinical & Member Services Officer, and is responsible for ensuring our service teams have the tooling, processes, and prioritization support they need to deliver exceptional care experiences at scale.

The ideal candidate brings deep experience translating frontline operational needs into structured roadmaps and requirements, with a working familiarity with AI-powered automation applied across support and clinical platforms. As AI agents become embedded in our Zendesk environment and across our operational tooling, this role will be responsible for evaluating those opportunities, governing their deployment, and ensuring solutions continue to meet the real needs of the teams using them, from discovery through post-launch iteration.

Responsibilities:

• Own and maintain the roadmap for Zendesk and related tooling across clinical, records management, member support, and provider support; balancing near-term improvements with longer-term strategic initiatives.
• 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, assessing feasibility, ROI, and operational risk before committing solutions to the roadmap.
• Serve as the primary stakeholder and advocate for clinical and member service teams in product and engineering planning cycles, translating operational needs into clear requirements, participating in sprint reviews, and signing off on solutions prior to launch.
• Define success metrics and own the feedback loop for launched initiatives, including AI agent performance; monitor resolution quality, escalation rates, and team sentiment to determine when solutions need tuning or rollback.
• Partner with product, engineering, legal, compliance, and clinical leadership to establish guardrails and approval processes for AI-assisted workflows touching support and clinical operations.
• 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 and cross-functional senior stakeholders.
• Other tasks assigned as required. 

Qualifications:

• Bachelors Degree at a minimum.
• 5-7 years of experience in operations strategy, business systems, or an ops-facing product or program management role, ideally in a healthcare, health-tech, or high-volume member services environment.
• Demonstrated experience with Zendesk or comparable support platforms as a power user, administrator, or ops stakeholder. 
• Familiarity with AI and automation capabilities within support platforms- Zendesk AI, bot/agent frameworks, or equivalent- with the ability to distinguish genuine automation opportunities from vendor hype.
• Proven ability to facilitate workflow mapping