Note: The job is a remote job and is open to candidates in USA. Vida Health is a virtual, personalized obesity care provider that combines advanced technology with healthcare expertise to improve patient outcomes. The Senior Manager of Clinical Operations and AI Strategy will oversee the roadmap for clinical support tools, evaluate AI opportunities, and ensure operational needs are met through effective collaboration with various teams.

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

Skills

• 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 and translate ambiguous operational problems into structured problem statements, business cases, and prioritized requirements
• Experience 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 discussions
• Strong written and verbal communication skills and ability to present trade-offs and recommendations confidently to senior leadership
• People management experience is preferred
• Experience working within compliance, privacy, or clinical safety constraints is a strong plus

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