Application Operations Lead

Description

Purpose, Vision, and Values Statement

HealthierHere is a regional collaborative in King County dedicated to eliminating health disparities and improving health and well-being through innovative, cross-sector partnerships. Guided by our mission and vision, we work to advance health equity and whole-person care, striving for better health outcomes, reduced costs, and improved experiences for patients and providers.

As one of Washington State's nine Accountable Communities of Health, we prioritize addressing systemic racism, supporting marginalized communities, and fostering respectful, stigma-free care. Our core values — equity, community, partnership, results, and innovation drive our efforts to transform healthcare delivery, promote prevention, and tackle social determinants of health.

At HealthierHere, we believe everyone in King County deserves the opportunity to achieve optimal well-being.

Culture Charter

HealthierHere culture is rooted in our five values: Equity, Community, Partnership, Innovation, and Results. Staff at all levels are expected to embody these values in their work and relationships, fostering an environment of respect, collaboration, and continuous learning. These values guide how HealthierHere operates internally and in partnership with others to achieve meaningful, long-term impact.

Commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging

HealthierHere is an equal opportunity employer committed to creating an inclusive, accessible, and multicultural workplace where everyone feels a sense of belonging. We provide equal employment opportunities to all employees and applicants, prohibiting discrimination or harassment based on race, color, sex, religion, marital status, national origin, age, sexual orientation, citizenship, veteran status, or any sensory, mental, or physical disability, in compliance with local, state, and federal laws. We value diversity, strive for a workforce that reflects the communities we serve, and are committed to building a team where staff from all backgrounds feel they belong, can contribute fully, and are supported to thrive.

Company Benefits

We believe people do their best work when they feel supported—inside and out. We care for our team, just like we care for our community. Our benefits are built to help you thrive, and support your health, growth, and balance:

• 100% coverage of employee premiums for select medical, dental, and vision plans
• Up to 6% match on your 403(b)-retirement plan
• Flexible Spending Accounts (FSAs) for healthcare and dependent care
• Group and voluntary life insurance
• Short-term and long-term disability coverage
• Generous paid time off, up to 13 paid holidays, sick leave, and mental health days
• A wellness benefit to support your personal well-being journey
• Professional development allowance to invest in your growth
• Hybrid work model with 2 days a week in our downtown Seattle office

Position Overview

The Application Operations Lead is responsible for the ongoing technical health, performance, and optimization of the Connect2 platform. Reporting to the Director of Technology, this role serves as the primary liaison between HealthierHere’s internal teams and the external software vendor to ensure that enhancements, changes, upgrades, and releases are effectively planned, tested, validated, and deployed. The Application Operations Lead will work with the vendor to ensure consistent uptime, reliability, and security of the application and support the execution of the organization’s long-term strategy and roadmap for Connect2, as determined by leadership.

Key Responsibilities

• Maintain deep understanding/uses of the C2 Technology.
• Monitor application performance, environment stability, resource utilization, and system health.
• Manage platform configurations and coordinate enhancements, bug fixes, and new feature releases with the external vendor.
• Lead release preparation and validation activities, including testing, documentation review, user acceptance testing, environment promotion, and functional validation.
• Perform systems analysis, analyzes requirements, builds workflow, configures the system, and maintains application integrity.
• Excellent decision making ability, work collectively and independently, process driven, communicative, and escalate issues appropriately.
• Contribute to the Connect2 product roadmap by identifying opportunities for improvement and aligning them with HealthierHere’s strategic direction.
• Implement the Connect2 product roadmap in collaboration with the CFOO and Director.
• Facilitate change management processes and provide technical details and recommendations to the Change Control Board (CCB).
• Collaborate with internal stakeholders (operations, customer support, implementation, compliance) to gather requirements and prioritize feature requests.
• Troubleshoot application issues, escalating to HH’s leadership and vendor as needed and ensuring timely resolution.
• Conduct root cause analysis with the external vendor for all outages and incidents and recommend actions to mitigate future incidents.
• Maintain documentation for environments, configurations, integrations, and release management.
• Support integration maintenance, monitoring, and troubleshooting.

Qualifications

• Bachelor’s degree or equivalent experience.
• 6 years of experience in administering and configuring SaaS systems, or technical platform management.
• Experience managing relationships with a vendor for a SaaS or managed services software solution.
• Strong understanding of software release cycles, version control, testing, and change management.
• Excellent communication and documentation skills.
• Background in digital health, care coordination, case management systems, or public health technology is preferred.

Physical Demands

The physical demands of this role include:

• Perform prolonged periods of sitting or standing while working on a computer or attending virtual and in-person meetings.
• Engage in repetitive motions such as typing, scrolling, and using a mouse or trackpad.
• Communicate effectively through verbal and auditory means during video calls, phone calls, and in-person interactions.
• Perform occasional physical tasks, such as setting up equipment or handling materials, which may involve lifting or moving items weighing up to 20 pounds.
• Travel to the office or other work sites as needed, which may involve driving or using public transportation.
• Maintain visual focus and acuity during extended screen time.

Work Schedule

Schedule: Monday-Friday during operating business hours with two days required in-office and Wednesday as the core in-office day for all staff.

Role Location: Seattle, WA

Equipment: HealthierHere issued laptop, stable internet connection

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. HealthierHere believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This job description is designed to outline primary duties, qualifications and job scope, but not limit our employees nor the organization to just the work identified. We expect that each employee will offer his/her services wherever and whenever necessary to ensure the success of the company.