[Remote] Senior Manager, Clinical Operations and AI Strategy

Note: The job is a remote job and is open to candidates in USA. Vida Health is a virtual, personalized obesity care provider that uses evidence-based treatment to help patients manage obesity and related conditions. They are seeking a Senior Manager, Clinical Operations & AI Strategy to advocate for Clinical Operations, Member Support, and Provider Support teams, ensuring they have the necessary tools and processes to deliver exceptional care experiences at scale.ResponsibilitiesOwn 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 initiativesWork closely with clinical and service team Leads through workflow mapping and discovery sessions to identify bottlenecks, manual effort, and automation opportunitiesEvaluate 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 roadmapServe 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 launchDefine 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 rollbackPartner with product, engineering, legal, compliance, and clinical leadership to establish guardrails and approval processes for AI-assisted workflows touching support and clinical operationsSupport change management for new tools and workflows, including documentation, training coordination, and phased rollout planningTrack and communicate roadmap progress and initiative outcomes to the Chief Clinical & Member Services Officer and cross-functional senior stakeholdersOther tasks assigned as requiredSkillsBachelors Degree at a minimum5-7 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 environmentDemonstrated experience with Zendesk or comparable support platforms as a power user, administrator, or ops stakeholderFamiliarity 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 hypeProven ability to facilitate workflow mapping and translate ambiguous operational problems into structured problem statements, business cases, and prioritized requirementsExperience working directly alongside product and engineering teams in an agile or iterative delivery environment and comfortable holding your ground on Operations priorities in cross-functional planning discussionsStrong written and verbal communication skills and ability to present trade-offs and recommendations confidently to senior leadershipPeople management experience is preferredExperience working within compliance, privacy, or clinical safety constraints is a strong plusCompany OverviewVida Health is a virtual care platform that provides health coaching from experienced health care providers and medical institutions. It was founded in 2014, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is http://www.vida.com.