Vice President, IT & Clinical Systems

3M HEALTHCARE; Palo Alto (CA); Hybrid; USD 280,000 - 325,000; Full time

Benefits offered by this job

Hybrid work flexibility

Competitive compensation and equity

Job summary

Midi Health is seeking a Vice President of IT & Clinical Systems to lead reliability, scalability, and operational performance of systems powering our clinical and corporate operations. This is a high-impact leadership role at the intersection of technology, clinical enablement, and organizational scale.

You will oversee infrastructure, workflows, and playbooks to support 10,000+ daily telemedicine visits and 1,000+ employees.

Qualifications

• 10+ years of leadership in IT/Technical Operations within fast-scaling healthcare/digital health
• Experience supporting large-scale clinical/operational workflows
• Proven incident response, reliability, and vendor management expertise
• Strong collaboration with Clinical Operations, Product, Engineering, and Security
• Fluent in modern cloud infrastructure and enterprise IT systems

Responsibilities

• Own reliability and uptime for clinician-facing systems (EHR, telehealth, scheduling)
• Build and operationalize incident command framework and playbooks
• Establish incident comms workflows across Slack, email, dashboards
• Drive proactive monitoring, alerting, and MTTA/MTTR improvements
• Partner with vendors like AthenaHealth to improve response and resolution
• Build and scale ITSM, service catalogs, change management, and escalation

Skills

Leadership

Incident response

Systems reliability

Vendor management

Cloud infrastructure

Collaboration with clinical teams

Tools

AWS

Zoom

Slack

Google Workspace

Zendesk

Twilio

Job description

Location: Palo Alto, CA (Hybrid - 2 days/week in office)

Reports to: CTO

Who we are:

Midi Health is the leading virtual care clinic focused exclusively on women in midlife navigating perimenopause, menopause, and other common hormone-related health challenges.

Our platform combines expert clinician care with technology-enabled access, offering insurance-covered telehealth visits, ongoing messaging support, and personalized treatment plans designed specifically for women in this stage of life.

We’re one of the fastest-growing companies in digital health, scaling rapidly to support hundreds of thousands of patients nationwide. At Midi, we are building the future of women’s healthcare one that is more accessible, evidence-based, and deeply patient-centered.

Where we’re based:

Midi is a hybrid organization with headquarters in Palo Alto, California. This role is expected to work onsite two days per week.

The opportunity:

Midi is seeking a Vice President of IT & Clinical Systems to lead the reliability, scalability, and operational performance of the systems that power our clinical and corporate operations.

This is a highly strategic and operational leadership role for a builder-operator who thrives at the intersection of technology, systems reliability, clinical enablement, and organizational scale.

You will oversee the infrastructure, workflows, and operational playbooks that support 10,000+ daily telemedicine visits and more than 1,000 employees across the organization. This leader will own both Corporate IT and Clinical IT, ensuring our systems are reliable, secure, scalable, and intuitive for clinicians and employees alike.

You’ll partner cross-functionally with Clinical Operations, Product, Engineering, Security, Compliance, and Business Operations to ensure our technology ecosystem supports exceptional patient care while enabling rapid company growth.

This role is ideal for a leader who has operated in complex, high-scale environments where uptime, resilience, and operational excellence are mission-critical.

What you’ll do:

Operational Reliability & Incident Management

• Own reliability and uptime across all clinician-facing systems, including EHR, telehealth, scheduling, communications, and internal operational tools
• Build and operationalize Midi’s incident command framework, including escalation paths, response playbooks, and outage management procedures
• Establish clear communication workflows during incidents across Slack, email, dashboards, and clinician-facing channels
• Drive proactive monitoring, alerting, and detection capabilities to minimize downtime and operational disruption
• Continuously improve MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolution)
• Partner closely with key vendors, including AthenaHealth and other critical platform providers, to improve responsiveness and issue resolution
• Build trusted relationships with Clinical Operations leadership as a primary stakeholder group

Systems Integration & Interoperability

• Ensure seamless integrations across clinical, operational, and business systems
• Improve workflow efficiency between scheduling, billing, telehealth, marketing, communications, and clinical platforms
• Translate operational pain points into scalable systems configurations and architecture improvements
• Partner closely with Product, Engineering, and Data teams to align systems with broader patient and business goals

IT Service Management & Operational Excellence

• Build and scale a modern IT Service Management (ITSM) function
• Establish service catalogs, change management processes, tiered support models, and configuration management practices
• Define clear L1–L3 support structures and escalation workflows
• Balance operational rigor with agility, enabling rapid iteration without compromising reliability or security
• Create transparent prioritization and communication processes across IT initiatives and operational workstreams

Training, Readiness & Change Enablement

• Partner with Clinical Learning & Development teams to ensure clinicians and employees are trained on downtime and recovery procedures
• Maintain clear SOPs, recovery documentation, and operational playbooks
• Lead tabletop exercises and readiness drills to validate operational preparedness
• Support the successful rollout and adoption of new systems and technologies through thoughtful change management practices

Security, Compliance & Risk Management

• Partner with Security and Compliance teams to maintain HIPAA, SOC2, and enterprise IT compliance standards
• Oversee identity and access management, endpoint protection, and vendor onboarding processes
• Develop and maintain business continuity and disaster recovery plans
• Conduct post-incident reviews and drive continuous operational improvement

Vendor Management & Technology Operations

• Oversee relationships with clinician-facing and corporate technology vendors
• Define and monitor vendor SLAs related to uptime, support responsiveness, integration quality, and reliability
• Conduct regular vendor performance and cost reviews in partnership with Finance and Business Operations
• Ensure technology vendors contribute to operational resilience and scalability

Leadership & Cross-Functional Partnership

• Lead and mentor teams across Corporate IT, Clinical IT, Informatics, and Internal Systems Support
• Serve as a key cross-functional partner to Clinical Operations, Product, Engineering, and Business Operations
• Advocate for clinician and employee experience within technology discussions and decision-making
• Communicate clearly and calmly during high-pressure operational situations
• Foster a culture of operational excellence, accountability, empathy, and trust

What you bring:

• 10+ years of leadership experience in IT, Technical Operations, Infrastructure, or Systems Operations within fast-scaling healthcare or digital health organizations
• Proven success operating mission-critical systems supporting large-scale, real-time operations
• Experience managing environments supporting 10,000+ daily transactions, visits, or operational workflows
• Strong expertise in incident response, systems reliability, and vendor management
• Technical fluency with modern cloud infrastructure and enterprise collaboration platforms
• Experience with AWS, Zoom, Slack, Google Workspace, Zendesk, Twilio, and enterprise IT systems
• Deep understanding of identity management, integrations, HIPAA, SOC2, and enterprise security controls
• Strong operational judgment and ability to partner effectively with clinicians, operators, and engineers
• Exceptional communication and stakeholder management skills
• Builder mindset with the ability to create scalable systems and operational frameworks

Why join Midi?

• Opportunity to help build one of the fastest-growing companies in women’s health
• Mission-driven work improving healthcare access and outcomes for women nationwide
• Collaborative, high-caliber team operating at meaningful scale
• Competitive compensation, equity, and benefits
• Hybrid flexibility with strong executive visibility and impact

Interview Process:

Recruiter Screen- 30-45 mins

Hiring Manager Screen- 45 mins

Interview Loop- 3-4 hours

Working Session- In person- 1 hour

At this time, Midi is unable to provide visa sponsorship. Candidates must be authorized to work in the U.S. without current or future sponsorship needs.

The Salary range for this role is $280,000-325,000.

For additional information, please see this video: https://www.youtube.com/watch?v=1px7i6MVjNg

Please find our CCPA Privacy Notice for California Candidates here.

Midi Health is an Equal Opportunity Employer. We are committed to pay equity and ensure that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Our compensation philosophy is based on fair, objective criteria and the impact of the role, regardless of an applicant’s salary history.