Senior Manager, Clinical Operations and AI Strategy

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Manager, Clinical Operations and AI Strategy in the United States.

This role sits at the intersection of clinical operations, member support, and technology strategy within a fast-scaling virtual healthcare environment. You will act as the key bridge between frontline service teams and product/engineering, ensuring operational realities are translated into scalable systems and workflows. The position is central to shaping how AI and automation are embedded into support platforms, particularly within Zendesk and related tooling.

You will drive roadmap prioritization, workflow optimization, and cross-functional alignment across clinical and operational stakeholders. This is a highly strategic, hands‑on role focused on improving care delivery efficiency and user experience  will also help define governance and guardrails for AI-enabled workflows in a regulated healthcare context. Your work will directly influence the quality, speed, and consistency of care delivered to members and providers.

• Own and evolve the roadmap for Zendesk and related operational systems supporting clinical operations, member support, and provider support, ensuring alignment between short‑term needs and long‑term strategy.
• Partner with clinical and operational leaders to map workflows, identify friction points, and uncover opportunities for automation and efficiency improvements.
• Evaluate and prioritize AI and automation initiatives across support platforms, balancing feasibility, ROI, operational impact, and risk.
• Translate operational needs into structured requirements for product and engineering teams, actively participating in agile ceremonies and validating solutions before release.
• Define success metrics for new tools and AI solutions, monitoring performance, escalation trends, and user feedback to guide iteration or rollback decisions.
• Establish governance frameworks for AI‑assisted workflows in collaboration with legal, compliance, and clinical stakeholders.
• Lead change management efforts including training coordination, documentation, and rollout planning for new systems and processes.
• Communicate roadmap progress, trade‑offs, and outcomes to senior leadership and cross‑functional stakeholders.

• Bachelor’s degree required.
• 5–7 years of experience in operations strategy, business systems, product operations, or program management, ideally within healthcare, health‑tech, or high‑volume service environments.
• Strong hands‑on experience with Zendesk or similar support platforms, including operational ownership or advanced user/admin exposure.
• Familiarity with AI and automation tools in support ecosystems, with the ability to critically assess vendor capabilities and identify true operational value.
• Proven ability to map complex workflows and translate ambiguous operational challenges into clear problem statements and prioritized solutions.
• Experience collaborating closely with product and engineering teams in agile environments, with the confidence to advocate for operational needs.
• Strong communication skills with experience presenting insights, trade‑offs, and recommendations to senior leadership.
• People management experience is a plus.
• Experience working within regulated, compliance‑sensitive, or clinical environments is strongly preferred.

• Competitive annual salary range of $130,000–$150,000.
• Fully remote work within the United States.
• Opportunity to shape AI‑driven transformation in healthcare operations at scale.
• Exposure to cross‑functional collaboration with clinical, product, engineering, and compliance teams.
• Mission‑driven environment focused on improving patient outcomes and access to care.
• Inclusive workplace culture with equal employment opportunity practices.
• Comprehensive benefits package (healthcare, PTO, and additional standard corporate benefits depending on eligibility).