• Handle basic operations and boarding-related support tickets with urgency and ownership • Dive deep to identify root causes of issues rather than applying surface-level fixes • Take initiative to resolve problems quickly, even when it means doing the grunt work • Manage boarding templates, billing configurations and customer comms • Troubleshoot and resolve boarding errors, including re-boarding when necessary • Resolve configuration issues to ensure merchants are set up accurately • Manage specialized workflows that fall outside standard boarding procedures • Work closely with Product, Engineering, and QA teams to identify, document, and resolve system errors and bugs • Create detailed development tickets with clear reproduction steps and supporting documentation • Serve as a bridge between operations and technical teams to expedite issue resolution • Identify and resolve billing configuration issues • Troubleshoot billing-related issues and ensure accurate merchant fee structures • Address funding issues by coordinating with internal teams and processor partners • Investigate and resolve transaction-related issues with support from technical and processor teams • Document common issues and solutions to build knowledge base resources • Identify patterns in recurring problems and suggest process improvements • Continuously focus on building better internal workflows and processes with cross-functional teams • Partner with internal teams to streamline operations and eliminate inefficiencies • Take ownership of process gaps and drive improvements from identification through implementation

Role Description The Health Plan Operations Lead will own and lead the day-to-day operations of Vitable Health’s self-funded and level-funded health plans. This role is critical to ensuring seamless coordination across our external partners—including TPAs, PBMs, stop-loss carriers, and other insurance vendors—while maintaining an excellent experience for employer clients and members. - Lead end-to-end health plan operations for self-funded and level-funded plans - Serve as the primary operational contact for TPAs, PBMs, stop-loss providers, and vendors - Oversee plan setup, implementation, renewals, and administration - Ensure accurate eligibility, claims operations, billing, and reconciliation - Monitor vendor performance and resolve issues proactively - Collaborate with internal teams across product, finance, and client success - Ensure regulatory compliance - Identify operational efficiencies and improvements - Support reporting, audits, and data reviews Qualifications - 5+ years experience in health plan operations - Experience working at a TPA or closely with TPAs, PBMs, and stop-loss carriers - Strong understanding of self-funded and level-funded plans - Experience managing multiple vendor relationships - Knowledge of claims processing and benefits administration - Strong organizational and communication skills Requirements - Experience supporting small to mid-sized employer plans - Familiarity with modern health benefits models - Startup or high-growth healthcare experience Benefits - 100% Silver Plan + Full Medical Coverage - Dental and Vision Coverage - 401(k) and Life Insurance - Access to Vitable’s Primary Care membership - Unlimited PTO - Remote-first culture with a supportive team - MacBook and any other gear you need - Home office setup stipend - Competitive equity package Company Description Vitable is an equal opportunity employer. We celebrate diverse backgrounds, perspectives, and experiences—and we’re committed to building a team that reflects the people we serve.

• Ensure efficient team operations including standups, retrospectives, and other ceremonies. • Hiring and team member performance evaluations/coaching. • Ensuring teams are enabled and empowered to deliver high-value software deployed in mission critical environments. • Produce clear diagrams, documentation, and implementation plans for our operational systems / processes. • Follow company architectural guidelines and industry best practices when developing operations frameworks / systems. • Ability to automation that can build and deliver software artifacts. • Ability to write Infrastructure as Code to support our environment. • Ability to develop monitors, alerts, and on-call solutions to ensure we are responsive to customer issues. • Work closely with cross-functional teams, including support and customer success. • Providing consistent and meaningful progress and performance updates to senior management and the Executive Leadership Team.

• This position is responsible for an assigned portfolio of franchisees and serves as a trusted partners in driving performance. • You will collaborate closely with franchisees and their operators to set, execute, and exceed their goals across sales, profitability, and unit growth. • To achieve these outcomes, you will coach and influence franchisees to deliver a consistent, safe, and inviting brand experience, accelerate same-store sales growth, and, where applicable, build the organizational capabilities required to support sustainable expansion. • Provide support and guidance to franchise locations to ensure they are operating in accordance with Pizza Factory’s standards and guidelines • Monitor and analyze franchise location performance, identifying areas for improvement and implementing strategies to drive growth and profitability • Track and review on-going data and analytics, and interpret data to provide coaching and recommendations on priorities for franchisees to address • Conduct regular site visits and audits to assess operational and financial performance, as well as compliance with brand standards • Collaborate with franchise owners and managers to develop and implement action plans to address any identified issues or opportunities • Train and educate franchisees on company policies, procedures, and best practices to ensure consistent and high-quality operations and a positive brand experience • Act as a liaison between the franchise locations and corporate headquarters, communicating any updates, changes, or concerns • Conduct market research and stay up-to-date on industry trends to provide strategic recommendations for improving franchise performance • Assist with the onboarding process for new franchise locations, ensuring a smooth and successful transition, and provide support during new store openings • Build and maintain strong relationships with franchise owners and operators, serving as a trusted advisor and resource • Manage travel and administrative expenses responsibly and within parameters established by the franchisor • Complete all required administrative, reporting, and compliance responsibilities accurately and on time • Actively contribute to a culture of inclusion by valuing diverse perspectives, promoting equity, and creating an environment where all individuals feel respected, supported, and empowered to thrive • Demonstrate adaptability in a dynamic environment by stepping in where needed, even outside of core responsibilities, to ensure overall success