Director of Client Experience Transformation

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 is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Vida is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Vida is registered.

As a Director of Client Experience Transformation at Vida, you will report to the SVP of Client success and be responsible for the implementation and account management of all Vida clients. This includes employers, PBMs, health plans and Vida partners (benefit consultants, navigation vendors, etc.). You will play an integral role in understanding the needs and priorities of Vida’s clients, executing process improvement plans and driving operational efficiency to optimize how Client Success delivers against key KPIs around enrollment, client satisfaction, retention and expansion. You will be working closely with the Vida Client Success Account Managers and internal SMEs to identify and solve for gaps/opportunities. As appropriate, as a SME, you will represent Vida in client discussions along with the Account Manager to address questions and deliver solutions. This role requires a high level of communication (verbal and written), relationship building skills, critical thinking, business judgment and execution to be successful. Additionally, this individual will analyze data, develop and drive business readiness plans and work cross-functionally across other Vida departments and external partners.

• Develop and own enterprise wide business readiness plans related to supporting client management and implementations; communications campaigns, client reporting, process/operations optimization.
• Own end-to-end client process from planning, consensus building, creating/executing action plans and reporting process/risks to all staff/leadership.
• Understand Vida’s mission, value propositions and impact through data and stories to both our clients and internal Vida team.
• Develop standard responses to client questions on Vida client management process/execution; RFP/RFIs, escalations from client’s HR team, employees and/or benefits consultants.
• Understand priorities among clients and key stakeholders.
• Present analysis & make strategic recommendations to leadership.
• Coordinate internally across various functions, including, product, design, engineering, analytics, sales and marketing to further Vida’s goals.

• 7+ years of experience in account management/customer success, business readiness/strategy or other external and internal (stakeholder influencing) facing roles, ideally in a health tech company/healthcare industry.
• Bachelor’s Degree at minimum.
• Knowledge of the overall healthcare landscape and operations, including major relevant healthcare legislation and companies within the industry.
• Familiarity with key healthcare (health plan, PBM) administration/payer processes.
• Ability to develop and maintain leadership level relationships internally and externally.
• Proficient with creating/presenting decks/slides and action plans (including gantt charts and execution status summaries) that drive consensus building and execution.
• Must be a self-starter with the ability to work independently and in a team environment with an ownership mentality.
• Drive operational readiness plans as it relates to implementation and client management needs; including project management, consensus building and solution development to address customizations/specs from clients.
• Ability to manage multiple tasks and apply good judgment in resolving complicated issues.
• Comfortable with navigating ambiguity and have the ability to strategically prioritize.
• Must be able to think strategically and apply good business judgment.
• Proficient in the use of web and mobile technologies such as PowerPoint, Excel and project planning management tools.

Vida is proud to be an Equal Employment Opportunity and Affirmative Action employer.

Diversity is more than a commitment at Vida—it is the foundation of what we do. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or Veteran status. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

We seek to recruit, develop and retain the most talented people from a diverse candidate pool. We don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our platform and those we serve. Vida is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at Vida in any form without a valid, signed search agreement in place for the specific position will be deemed the sole property of Vida. No fee will be paid in the event the candidate is hired by Vida as a result of the unsolicited referral.

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