• Leading development efforts, mentoring engineers and product managers, and making key architectural decisions that involve Data Science, Machine Learning and AI. • Partner with Sales, Marketing, Customer Support and other departments across the organization for a full end to end ownership from the product and technical perspective as well as internal enablement and customer support. • Develop greenfield projects and implement proof of concepts, including hands-on coding and connection to the product vision. • Architect end-to-end AI systems by choosing the best AI approach (Data Science, Statistics, Machine Learning and Generative AI) for the problem to be solved, considering all relevant trade-offs and risks, and work hands-on directly in the code with other engineers. • Bridge the gap between data science and product by translating applicable complex problems into holistic AI solutions, including the UX and UI, and leading its development while also managing from the product management perspective. • Use data-driven solutions to address complex cybersecurity problems. • Be responsible for the pipeline metrics and work hands-on with MLOps to optimize model and pipeline performance through proper monitoring, data mining, fine-tuning, prompt engineering, and hyperparameter tuning to meet latency and cost requirements. • Drive technical strategy by evaluating third-party AI tools versus building in-house solutions to maximize ROI. • Establish data governance and security standards to ensure the ethical and compliant use of sensitive information within AI models. • Create and implement incremental development and implementation plans based on a product long term vision.

• Design, implement, and maintain backend services and APIs that support core product features. • Work with Postgres database to model data, write efficient queries, and ensure data integrity and performance. • Collaborate with frontend engineers, product managers, and designers to support end-to-end feature development. • Write clean, well-tested, and maintainable code following established engineering best practices. • Participate in code reviews, debugging, and production issue resolution with guidance from senior engineers. • Learn and apply secure, scalable backend patterns while contributing to the continuous improvement of our systems.

• Operate as the agentic AI engineering expert on the Internal Efficiencies team, collaborating closely with other engineers, data scientists, solution / product experts, and customer success leaders to deliver against user / customer deliverables • Contribute to defining agentic AI deliverables from inception to completion, ensuring timely delivery and high-quality outputs • Leverage agentic AI tools on a daily basis to deliver code and create solutions against customer / user requirements • Develop and maintain strong relationships with all Internal Efficiencies team members as well as engineering subject-matter experts across Viaduct • Work with customer success and solution / product team members to scope user/customer needs and translate them into actionable analytics solutions • Deliver against deliverables with quality and speed, contributing new features to solutions and products, refactoring code, improving tests, automating manual processes, and owning other engineering tasks • Stay updated with the latest trends and related technologies and apply them to improve our software

Team Lead, Trust and Safety Customer Experience USA Remote Zocdoc's most important asset is our people. As the Team Lead for Trust & Safety Operations, you'll play a central role in protecting the integrity of Zocdoc's marketplace — ensuring that patients, providers, and internal partners can trust how we make and enforce Trust & Safety decisions at scale. Trust & Safety depends on nuance, fairness, and consistency. In this role, you'll bridge strategy and frontline execution — ensuring that growth and the responsible adoption of AI never come at the expense of accuracy, accountability, or trust. You'll be a force multiplier for the team: providing the human judgment, coaching, and operational rigor that cannot be fully automated, while helping Zocdoc scale responsibly. This is a fully remote role open to candidates based anywhere in the United States. You'll enjoy this role if you are… - Excited and fluent in working alongside AI tools — leveraging automation where it helps and stepping in where human judgment is critical. - Energized by coaching others and raising the bar on quality, not just clearing your own queue. - Comfortable making judgment calls in ambiguous, high-stakes scenarios and clearly explaining the "why" behind your decisions. - Highly organized and motivated by smooth operations, clear expectations, and consistent processes. - Curious about how patterns in cases, metrics, and feedback can surface deeper risks or opportunities for improvement. - Able to balance empathy for team members and users with a clear-eyed view of risk, policy, and marketplace integrity. Your day to day is… - Translating strategy into action: supporting leadership in turning priorities into clear goals, workflows, and expectations for the team. - Managing and improving AI-assisted workflows — documenting failure patterns and helping refine safeguards and escalation paths. - Reviewing complex, escalated, or high-risk cases and partnering with ICs to reach sound, policy-aligned outcomes. - Running or contributing to huddles, calibrations, and retrospectives — ensuring decisions are captured and followed through. - Providing real-time coaching on case handling, documentation quality, tone, and policy interpretation. - Monitoring operational health — including backlogs, SLAs, and error patterns — and raising flags when risks or bottlenecks emerge. - Partnering with leadership and cross-functional stakeholders (e.g., Legal, Engineering) to clarify edge cases and sharpen playbooks and tooling. - Supporting onboarding and ramp for new ICs through shadowing, 1:1s, and structured feedback. You'll be successful in this role if you have… - Experience in Trust & Safety, Operations, Risk, or a similar function where policy enforcement and sound judgment are central to the work. - Demonstrated experience as a team lead, mentor, subject matter expert, or informal leader who has supported others' performance and development. - Fluency with AI-assisted workflows and tools (e.g., ChatGPT, Claude, or similar); ability to immediately apply AI to accelerate and elevate team output. - A track record of making thoughtful, risk-informed decisions with incomplete information and documenting your rationale clearly. - Strong written and verbal communication skills — with the ability to translate complex policies into clear, operational guidance. - Comfort with metrics and QA frameworks: reading dashboards, spotting trends, and turning insights into action. - An ownership mindset: you proactively surface risks, drive follow-through, and care deeply about the team's outcomes and health. Benefits - Flexible work environment - Competitive PTO - 100% paid employee health benefit options (including medical, dental, and vision) - 401(k) with employer-funded match - Corporate wellness programs with Wellhub - Sabbatical leave (for employees with 5+ years of service) - Competitive paid parental leave and fertility/family planning reimbursement - Cell phone reimbursement - Employee Resource Groups and ZocClubs to promote shared community and belonging - Great Place to Work Certified Zocdoc is committed to fair and equitable compensation practices. The base salary range for this role is currently $65,000 – $85,000 for remote positions only. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate's experience, qualifications, and skills. This position may also be eligible for variable pay and/or equity. Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity. Remote Base Salary Range $65,000—$85,000 USD