Implementation Operations Manager

Job description

**ABOUT US** At Vida, we help people get better- and we're helping the healthcare system get better, too. Vida is a virtual, personalized obesity care provider that uses evidence-based treatment to help patients manage obesity and related conditions like diabetes, high blood pressure, anxiety and depression. Vida's team of Obesity Medicine-Certified Physicians, Registered Dietitians, Expert Coaches and Licensed Therapists takes a whole-person approach to care, helping people lose weight, reduce stress and improve their overall health. By combining advanced technology with top-notch healthcare providers, Vida is breaking down the barriers that have historically kept people from getting the best care. It's trusted by Fortune 100 companies, major national payers and large providers to enable their employees to live their healthiest lives. Vida Health is looking for an Implementation Operations Manager to join our Client Success TechOps team. You will be the technical and operational point of contact for client implementation work between Vida and our clients and vendors — owning the full lifecycle of program changes, partner changes, and new client implementations from sales handoff through ongoing quality assurance and process improvement. You will also support broader implementation operations tasks such as configuration in Admin, B2B, & Command Center, billing file configuration, data exchange, and other critical deliverables required for new client launches. You will work closely with Client Success Implementation Managers, Account Managers, Data Operations teams, Clinical Operations Leads, Client Technical teams, and Vida's Product & Engineering teams to ensure new and existing clients are reliably, accurately, and at scale. A key part of your work will happen in Vida's Client Command Center: Configure platform, and your insights will directly shape how we standardize and evolve our implementation practices. ### Responsibilities: - Execute Client Success led initiatives including documentation of the process, action plan and status on each item in the plan (e.g., issues, resolution and as well as client associated questions/responses). - Track current and new client details as ongoing reference source. - Align internal stakeholders, and drive progress on client-facing deliverables and issue resolutions. - Map client data to internal schemas, run test loads, and perform QA to ensure high data quality and error-free ingestion. - Monitor SLAs for data processing, maintain operational dashboards, and drive quick resolution of pipeline issues. - Support file configurations, launch readiness, and platform tooling enhancements within Client Command Center. - Onboard client files through GCS and Fivetran into DBT models. This includes canonical mapping, eligibility matching, and QA of fill rates. - Load and process incoming healthcare files (labs, claims, pharmacy) via secure SFTP delivery. - Collaborate with Engineering to validate ingestion pipelines and surface file anomalies. - Source and align on requirements for program configuration alongside Product and Account Management stakeholders. - Update operational tables and maintain changelogs for rule configuration changes. - Implement billing workflows using Google Sheets, dbt, and SQL transformations. - Configure pricing, billable items, engagement rules, and grace periods based on contract requirements. - Validate end-to-end setup using dashboards and raw data pipelines. - Deploy optimized program rules using custom Python scripts and Firestore. - Partner with QA to validate member onboarding logic to ensure setup was implemented accurately. - Coordinate with Product, Client Success, Engineering, and Analytics to ensure readiness across all launch-related workflows. - Communicate clearly with both technical and non-technical stakeholders. - Participate in continuous improvement efforts for tooling, templates, and SOPs. - Serve as a liaison to key Client Success partners (e.g., Marketing, Reporting/Analytics, Product, Engineering) to enhance coordination and visibility into action plans and status of deliverables/priorities. - Proactively optimize workflows to increase efficiency, reduce manual effort, and scale repeatable processes. - Additional responsibilities as needed. - Bachelor’s degree in a quantitative, technical, or business field, or equivalent experience. - 3+ years in data operations, analytics, health tech, or technical implementation. - Experience in **digital health, health plans, employer benefits, or B2B SaaS client onboarding**. - Familiarity with **healthcare data types**: eligibility, claims, pharmacy, lab, and prior authorization. - Experience turning **contract terms into system configuration**, such as billing, SLAs, or performance guarantees. - Experience working in a **HIPAA-regulated environment** with sound handling of protected health information. - Past working examples of using scripting languages (e.g., Python) to automate and execute tasks is a major bonus. - Critical thinking skills, ability to analyze data, identify gaps and risks and work with stakeholders, both internal and external, to create and implement recommendations for improvement. - Must be a self-starter with the ability to work independently or in a team environment and have an ownership mentality. - Must be organized and able to manage multiple tasks and apply good judgment in resolving complex, cross functional issues.