Staff Product Manager, Operations Systems

 

 

 

Most product managers build what members, providers, or clients see. This role builds the systems that make the whole company run.

Behind every member interaction at Vida is a chain of systems: eligibility data, our member admin tools, Zendesk, Braze, our EHR, pharmacy and device vendors, and a data warehouse. Today, too many of those links are held together by spreadsheets, manual steps, and a few people who know where everything lives. When a link breaks, a member waits, a support agent files a ticket, and an engineer goes digging.

You'll own that layer. You'll learn how our member support, clinical operations, and device operations teams actually work, map how our tools talk (or don't) to each other, and set the vision and roadmap for how they should. You'll partner with a dedicated engineer, our Zendesk lead, and the operations leaders who depend on these systems every day.

This is a Staff-Level role reporting directly to the VP of Product. You won't be embedded in another product team, so we need someone who can find the work, frame it, prioritize it, and drive it with minimal oversight.

Own the vision and roadmap for operations systems. Turn a long list of stakeholder requests into a clear point of view on what our internal systems should do, and a sequenced plan to get there.

Shadow support agents and ops teams. Understand what they do, which tools they use, where time is lost, and what would move time-to-first-touch, time-to-resolution and cost-to-serve.

Design how systems connect. Read vendor API docs (Zendesk, Braze, our EHR, fulfillment partners), understand our internal data models, define integrations, data flows, and automations that work reliably at scale.

Replace manual work with durable systems. Find processes that run on spreadsheets, scheduled refreshes, and human memory, especially where a failure delays care, and design their replacements.

Give operations teams visibility. Shape internal tools that let a support agent open a member record and see what happened, in what order, and why, without filing an engineering ticket.

Be a peer to operations leaders, not a ticket-taker. Push back, reframe requests into problems, and bring back plans that serve the whole business.

Reverse-engineer what's already there. Some of our systems were built by people who've moved on. You'll piece together how they work from code, docs, data, and conversations.

Additional responsibilities as needed.

Bachelor's degree at a minimum.

7+ years in product management, with meaningful time on internal, operations, or business systems (support ops, rev ops, marketing ops, clinical or fulfillment ops, business technology).

Hands-on experience designing integrations between third-party platforms such as Zendesk, Salesforce, Braze, HubSpot or Twilio, and internal systems.

Fluency reading API documentation and reasoning about data flows: webhooks, JSON payloads, event triggers, sync vs. async, failure and retry.

Comfortable in technical environments: you can read code in Python or JavaScript, find your way around GitHub, and understand the basics of AWS or Google Cloud and SQL. You don't need to write production code.

A track record of turning messy, manual processes into scalable systems, with outcomes you can measure.

The judgment to see how data flows, workflows, and automations should fit together, not just one at a time.

Strong stakeholder skills with senior operations leaders, including saying no and proposing a better path.

Self-direction: you can walk into an ambiguous space, build relationships, and come back with a plan.

Experience with contact center or support operations.

Experience with automation tools (Workato, Zapier, Tray.io) or AI support agents.

Healthcare or digital health experience (EHRs, pharmacy, eligibility, HIPAA-aware workflows).

 

 

 

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at Vida in any form without a valid, signed search agreement in place for the specific position will be deemed the sole property of Vida. No fee will be paid in the event the candidate is hired by Vida as a result of the unsolicited referral.

 

 

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