Staff Product Manager, Operations Systems

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the vision and strategic roadmap for operational systems.

• Convert stakeholder requests into a coherent perspective and organized plan.

• Observe support agents and operations teams to gain insights into workflows, tools, inefficiencies, and cost-to-serve.

• Create integrations, data flows, and automations among Zendesk, Braze, the EHR, fulfillment partners, and internal systems.

• Transition from spreadsheet-based, scheduled-refresh, and manual processes to robust systems.

• Develop internal tools that provide operations teams with visibility into member records and activities.

• Collaborate with operations leaders to challenge or reshape requests concerning larger business issues.

• Analyze existing systems through code, documentation, data, and discussions.

• Work alongside a dedicated engineer, Zendesk lead, and operations leaders.

• Report directly to the VP of Product.

• Undertake additional responsibilities as required.

⛳️ Requirements

• A minimum of a Bachelor's degree.

• Over 7 years of experience in product management, particularly in internal, operations, or business systems.

• Practical experience in designing integrations between third-party platforms like Zendesk, Salesforce, Braze, HubSpot, or Twilio, and internal systems.

• Proficient in reading API documentation and understanding data flows: webhooks, JSON payloads, event triggers, sync vs. async, failure and retry mechanisms.

• Comfortable reading code in Python or JavaScript, utilizing GitHub, and grasping the fundamentals of AWS or Google Cloud and SQL.

• Proven success in transforming disorganized, manual processes into scalable systems with measurable results.

• Ability to align data flows, workflows, and automations with sound judgment.

• Strong stakeholder engagement skills with senior operations leaders.

• Capable of self-direction in uncertain environments.

• Candidates must be authorized to work in the U.S.; Vida does not sponsor work visas.

• Employees must reside in or be able to work from the U.S.; international employment is not permitted.

• Must be based in or able to work from a state where Vida is registered.

• Preferred: experience in contact center or support operations.

• Preferred: familiarity with Workato, Zapier, Tray.io, or AI support agents.

• Preferred: experience in healthcare or digital health, including EHRs, pharmacy, eligibility, or HIPAA-compliant workflows.

🏝️ Benefits

• Equal Employment Opportunity and Affirmative Action employer

• Reasonable accommodations for qualified individuals with disabilities and disabled veterans

• Remote work arrangement

• Full-time exempt employment