Vida Health

• Own the entire lifecycle of data delivery- architecting pipelines from raw sources through dbt models and semantic layers into final Looker dashboards. • Embed directly with stakeholders to scope complex business questions, execute rigorous analyses, and independently translate ambiguous requirements into clear, decision-ready answers.

• 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.

• Serve as the first point of contact for troubleshooting hardware, software and network issues; ensuring prompt and reliable resolution of employee requests. • Provision new hire IT resources, hardware, applications and SaaS tools while ensuring security configurations align with company policies. • Support IT security policies by assisting with access control management, device security compliance and responding to security-related inquiries. • Help evaluate new systems and services that can make our organization more efficient and secure. • Update the IT internal wiki with technical documentation, knowledge base and team procedures on a regular basis. • Contribute to larger IT projects to improve our end-user experience.

• Responsible for increasing the customer base, customer loyalty, revenue per customer, and top-line financial growth within the labor trust segment. • Work closely with the leadership team to build brand equity and drive product sales across fund trustees, benefits administrators, and labor union stakeholders. • Demonstrate a solid understanding of Vida's technology, product offerings, and mission; articulating value in the context of member health outcomes and fiduciary stewardship. • Understand the governance and decision-making dynamics of jointly-managed funds; develop customized proposals that address trustee priorities and fund-specific benefit structures. • Initiate, develop, and maintain strong relationships with fund trustees, benefits directors, and labor-side and management-side counsel as appropriate. • Generate new business and sales leads through a mixture of industry networking (IFEBP, ISCEBS, regional labor conferences), inbound inquiries, and strong channel and fund administrator partnership efforts. • Ensure a long-term competitive edge for the business through a value-added, outcomes-driven approach tailored to the cost and population health concerns of labor trust buyers. • Understand key segments within the labor market- construction trades, public sector, healthcare workers, and transportation while helping refine positioning accordingly.

• Build and manage end-to-end Braze campaigns and Canvases across email, SMS, push, in-app messaging, webhooks, and content cards, including complex audience segmentation and experiment design. • Lead data integration and pipeline development by optimizing DBT and BigQuery data models, configuring custom attributes and events, and managing reliable real-time data syncing between the data stack and Braze. • Own data quality and integrity across the MarTech ecosystem, including regular maintenance, merging records, resolving data issues, and ensuring accuracy across campaign performance and reporting. • Drive analytics and reporting using Braze's native tools alongside BigQuery and SQL, delivering insights that inform lifecycle strategy and omnichannel campaign optimization. • Serve as a technical MarTech partner to member operations and data teams, helping architect a scalable, future-proof foundation for personalization, automation, and advanced analytics. • Additional responsibilities as assigned/needed.

• Design, build, and maintain sophisticated AI agent workflows within Zendesk to resolve complex use cases autonomously, significantly reducing manual agent touches. • Own the administration and reliability of the Zendesk platform, maintaining strong configuration governance to ensure all triggers, automations, and integrations are documented and traceable. • Serve as a thought partner to Member Service team leadership, translating operational needs into scalable system requirements and bridging the gap between non-technical stakeholders and Engineering teams. • Proactively research and scope emerging AI technologies (e.g., Voice AI, outbound automation) to improve inbound call flows and outbound member outreach success. • Lead operational initiatives for high-stakes transitions, ensuring system stability and zero service disruption. • Act as the primary technical contact for vendors (Zendesk, AWS, etc.), driving accountability, evaluating new releases, and facilitating knowledge transfer of platform updates. • Optimize the efficiency of Chat, Email, and Phone channels, focusing on channel-shifting volume toward more efficient, personalized digital experiences. • Analyze data across applications to implement efficient workflows that eliminate bottlenecks, while managing the interwoven impacts of changes across the organization. • Develop and maintain high-quality process documentation and standard operating procedures (SOPs) for all supported applications.

• Own and improve the budget and long-range plan, with a focus on improving the current models so they are automated and outputs can be ingested within a financial data warehouse. • Build and maintain financial models for headcount, operating expenses, revenue, cost to serve and pricing. • Perform variance analysis, identify key drivers, risks and opportunities, and translate findings into clear recommendations for leadership. • Partner cross-functionally with Clinical, Operations, Product, Customer and Go-to-Market teams to evaluate performance, provide ad hoc analytics and serve as a key partner. • Conduct unit economics and scenario analyses to inform decision-making. • Evaluate vendor decisions, partnership opportunities and other ad hoc strategic initiatives through structured financial analysis. • In partnership with data team, build a demand planning model that provides functional teams the data they need to staff their teams appropriately.

• Own the configuration platform backlog: prioritize what gets built, define it clearly, ship it and measure. • Translate operational input from client success, operations and clinical teams into clean, right-sized product work that doesn't slow down implementation or degrade member experience quality. • Deliver new features across the platform's vertical domains (program setup, eligibility, content configuration, clinical protocol settings, billing rules) based on operational urgency and technical dependencies. • Own quality, triage bugs, track reliability and hold the bar for internal users who depend on this platform every day to do their jobs. • Keep engineering moving: unblock delivery, make tradeoffs explicit and close the loop between what's scoped and what ships. • Use AI tools like Claude Code to prototype platform concepts, scaffold UI and put working software in front of internal users to validate ideas before engineering resources are committed. • Work with engineering to identify which components are good candidates for AI-assisted development. • Compress the concept-to-feedback cycle. • Define what good looks like for this platform: time-to-configure, error rates, support ticket volume and internal user adoption. Then build the dashboards and own the measurement. • Dig into internal user behavior- where are the workarounds, the drop-offs, the broken workflows and support requests? • Use data to make the case for what gets prioritized next. • Spend real time with ops and client success teams to understand the workflows you're replacing. • Coordinate with the member experience PM team so configuration changes don't create surprises on the member-facing side. • Partner with clinical teams on protocol configuration- safety and quality are non negotiable. • Make build-vs-configure decisions with engineering and push the architecture toward future vertical expansion.

• Perform monthly billing operations including claims reconciliation, account reconciliation and revenue review and validation. • Contribute to the revenue cycle process, including claims submission, QA, payment posting and AR follow-up. • Serve as a point of contact for clients; participating in onboarding calls, monthly check-ins and responding to billing questions. • Collaborate with Sales, Product, Data and Client Success teams on RFPs, internal process updates and issue resolution. • Additional duties as assigned.

• Define and build Vida's organizational approach to AI-augmented engineering—turning individual tool usage into a shared, scalable capability. • Build the institutional knowledge systems that make Vida's architecture, domain context and golden path patterns accessible to both engineers and AI tools. • Establish technical controls and governance for AI tool usage: approved tools, PHI-safe workflows, prompt guardrails and vendor evaluation processes. • Own CI/CD reliability and velocity—targeting sub-5-minute median CI with automated preview environments, flake reduction and smart test selection. • Build paved-road developer workflows: one-command local setup, service templates, repo standards and golden path generators. • Own core GCP platform systems—compute, networking primitives, deployment automation and infrastructure as code. • Define and track the metrics that show whether enablement is working: PR cycle time, CI duration, change failure rate, time-to-first-PR for new engineers. • Hire and grow a team of 1–2 engineers as impact proves out.