Own Trust Hub products end to end, shaping KYC registration experiences and standards while setting product strategy, leading cross-functional launches, and using customer insights and metrics to guide decisions.
Staff Product Manager, Operations Systems
📜 Description
- Shadow support and operations teams to identify workflow friction and opportunities to improve service metrics.
- Design integrations, data flows, and automations across vendor platforms and internal systems.
- Replace spreadsheet-driven and manual processes with durable, scalable systems.
- Shape internal tools that give support agents clear visibility into member records and interaction history.
- Reverse-engineer existing systems and partner with engineering, Zendesk, and operations leaders to drive improvements.
🛠️ Requirements
- 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.
✨ Benefits
- Set the vision and roadmap for operations systems, prioritizing stakeholder needs into a sequenced plan.
Full job description
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.
Responsibilities:
Qualifications:
Preferred:
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