firsthand

Manage and mentor IT team, oversee IT operations and support across hybrid platforms, implement ITSM tools, ensure security compliance, and support IT scaling for new locations. | 5+ years IT experience with 2+ years managing technical teams, expertise in hybrid IT environments (Mac, Windows, Chrome OS), ITSM platform experience, security policy implementation, and strong project management skills. | firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health. firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun. At firsthand, we're on a mission to transform behavioral healthcare - and delivering a seamless, secure, and scalable technology experience is critical to that work. As our Senior IT Manager, you'll lead day-to-day IT operations while building for scale across a growing number of locations and hybrid teams. You’ll manage and mentor a small, talented IT team, partner with cross-functional teams across the company, and play a key role in evolving our IT systems, tools, and processes. This is a hands-on leadership role for someone who loves to build, automate, and collaborate. \n What You'll Do Manage and grow a high-performing IT team with a focus on mentorship, support, and collaboration Oversee day-to-day internal IT operations, ensuring smooth delivery of support, systems, and tools across a hybrid, multi-platform environment (Mac, Windows, Chromebook) Serve as the primary internal point of contact for IT, building strong relationships across clinical, operational, and technical teams Lead the selection and rollout of modern ITSM and collaboration tools (e.g. Slack-based support workflows, automated onboarding/offboarding) Own the IT support function, ensuring adherence to SLAs, and report regularly on IT performance, trends, and opportunities using insights from the ITSM platform Partner closely with Information Security to implement and operationalize security policies, tooling, and compliance initiatives Support and scale IT for new clinical location openings — managing equipment, networking, and cross-functional coordination Develop and optimize IT processes for automation, efficiency, and service delivery — including vendor management and ticketing integrations Act as a technical backup for the IT team as needed to ensure continuity of service Collaborate with leaders across People, Finance, and Operations to expand shared service models and extend support practices across departments What We're Looking For: 5+ years of experience in IT, including 2+ years managing or mentoring technical teams in a fast-paced, high-growth environment Proven ability to manage IT operations across a hybrid environment (Mac, Windows, Chrome OS) with a strong focus on end-user experience Hands-on expertise with Google Workspace, Slack, and Meraki or other networking solutions Experience administering or implementing ITSM platforms and reporting on IT performance, SLAs, and support metrics Demonstrated success collaborating with Information Security on policy implementation, audit support, and compliance readiness Strong project management skills — able to lead cross-functional initiatives from discovery through execution Excellent communication and stakeholder engagement skills; able to work across technical and non-technical teams Comfort rolling up your sleeves to backfill technical team members when needed, without losing sight of the bigger picture Bonus Points: Experience supporting IT operations in healthcare, multi-site, or regulated environments Familiarity with compliance frameworks like HIPAA, SOC 2, or HITRUST Hands-on experience with Apple device management tools — Kandji experience is a plus Working knowledge of ITIL or similar IT service management (ITSM) best practices Exposure to identity and access management tools like Okta or Google SSO Experience launching and scaling IT infrastructure for new office and site openings Comfortable designing Slack-based support workflows or integrated ticketing experiences Experience enabling cross-functional service teams (e.g., People or Finance) within an ITSM platform \n As our Senior IT Manager, you’ll have the opportunity to shape how IT operates at scale, partner closely with teams across the organization, and make a tangible impact every day. This is a high-visibility, high-impact role at a time of rapid growth — and you’ll be supported by leaders who value initiative, transparency, and a human-first approach to technology. Benefits For full-time employees, our compensation package includes base, equity (or a special incentive program for clinical roles) and performance bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond), and a supportive and inclusive culture. Vaccination Policy Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law. New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. Unfortunately, we are not able to offer sponsorship at this time.

Lead strategic account management by building client relationships, coordinating internal teams, managing projects, and driving growth in healthcare partnerships. | Requires 6+ years senior account management experience, knowledge of Value Based Care financials, excellent communication and leadership skills, and preferably healthcare and Medicaid experience. | firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health. firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun. The Director of Strategic Account Management is responsible for helping to scale a best-in-class account management function. This leader will help establish and maintain strong relationships with key client leaders and project managers across multiple states and products, partner closely with firsthand’s implementation team to build credibility and trust at the earliest stages of a new relationship, and manage day-to-day project activities and troubleshooting as an interface between the internal firsthand teams and the client. This leader will be capable of interfacing with cross-functional teams (e.g., the technology team on data issues; the market team on operational items and the finance team with billing considerations) and drive clarity in internal and external communication and solutioning of complex scenarios. This leader will establish and build strategic account plans with each client to exceed expectations and build the foundation for growth. This leader will be capable of “out front thinking” in which they will anticipate questions and concerns from our clients, and proactively address potential barriers. This leader will embody relentless accountability in following through on client requests and needs and have a very high bar for delivering with excellence. \n Job Specifics: Help scale the account management function Build and maintain client relationships with our clients, including, but not limited to, managed care health plans, at-risk provider groups (i.e. ACOs), pharmaceutical companies, and state medicaid programs; maintain relationship matrices for client stakeholders and lead partner communications across multiple partners and states Act as the interface between internal functions such as operations, IT, finance etc. and the client point of contact Support the development of Joint Operating & Joint Executive Committees playbooks and then tailor specific agendas and meeting materials based on the values of the partner and specifics of the partnership; with help from the market operations team, track KPIs pertinent to partner, and deliver a comprehensive and digestible review of value creation; own the story telling of the value of the partnership Support financial settlements, contractual questions on data exchange, quality programs, hcc documentation, credentialing, billing and other related items Troubleshoot issues as they arise with client; provide timely responses to client issues as they arise Identify upsell opportunities within accounts and work closely with the Growth team to drive those opportunities; proactively identify and mitigate risks Generally remote opportunity with some travel expected for internal leadership and client meetings You will be a good fit if you have: 6+ years of experience in senior-level account management Excellent organizational, project management, and problem-solving skills, with a keen attention to detail and a team-focused and continuous improvement orientation Thorough understanding of Value Based Care financial structures - the levers that drive value creation, how they accrue to partners and how to communicate that value effectively Ability to communicate complex information simply and clearly - across national field teams and external strategic partner executives Drive towards high accountability to follow through timely and thoroughly to client requests Exceptional interpersonal and leadership skills, having demonstrated success motivating teams towards overcoming challenges and anticipating client needs and questions Ability to be flexible and adaptable to changing strategies and needs for firsthand, its staff, and individuals served The experience you bring to this role includes: Prior senior leadership experience in a VBC healthcare-focused business Experience with account management supporting managed care clients Preferred experience in venture-backed, rapidly scaling early-stage or growth company Preferred experience working with Medicaid and SMI populations Bachelor’s and/or Master’s degree \n Benefits For full-time employees, our compensation package includes base, equity (or a special incentive program for clinical roles) and performance bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond), and a supportive and inclusive culture. Vaccination Policy Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law. New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. Unfortunately, we are not able to offer sponsorship at this time.

Manage and scale client relationships across multiple healthcare partners, coordinate internal and external stakeholders, support financial and contractual processes, and drive value creation and upsell opportunities. | 6+ years senior-level account management experience with strong organizational, communication, leadership skills, and thorough understanding of value-based care financial structures. | Job Description: • help scale the account management function • build and maintain client relationships with our clients, including, but not limited to, managed care health plans, at-risk provider groups (i.e. ACOs), pharmaceutical companies, and state Medicaid programs; maintain relationship matrices for client stakeholders and lead partner communications across multiple partners and states • act as the interface between internal functions such as operations, IT, finance etc. and the client point of contact • support the development of Joint Operating & Joint Executive Committees playbooks and then tailor specific agendas and meeting materials based on the values of the partner and specifics of the partnership; with help from the market operations team, track KPIs pertinent to partner, and deliver a comprehensive and digestible review of value creation; own the story telling of the value of the partnership • support financial settlements, contractual questions on data exchange, quality programs, hcc documentation, credentialing, billing and other related items • troubleshoot issues as they arise with client; provide timely responses to client issues as they arise • identify upsell opportunities within accounts and work closely with the Growth team to drive those opportunities; proactively identify and mitigate risks • generally remote opportunity with some travel expected for internal leadership and client meetings Requirements: • 6+ years of experience in senior-level account management • Excellent organizational, project management, and problem-solving skills, with a keen attention to detail and a team-focused and continuous improvement orientation • Thorough understanding of Value Based Care financial structures - the levers that drive value creation, how they accrue to partners and how to communicate that value effectively • Ability to communicate complex information simply and clearly - across national field teams and external strategic partner executives • Drive towards high accountability to follow through timely and thoroughly to client requests • Exceptional interpersonal and leadership skills, having demonstrated success motivating teams towards overcoming challenges and anticipating client needs and questions • Ability to be flexible and adaptable to changing strategies and needs for firsthand, its staff, and individuals served Benefits: • physical and mental health • dental • vision • 401(k) with a match • 16 weeks parental leave for either parent • 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond) • supportive and inclusive culture

Develop and maintain high-quality web applications, collaborate with cross-functional teams, and manage the full lifecycle of web products. | Over 4 years of web development experience, proficiency in JavaScript/TypeScript, experience with React/Next.js, PostgreSQL, and backend development, along with strong communication skills. | About Firsthand Firsthand has built the first AI-powered Brand Agent platform, transforming the way marketers and publishers engage consumers through their own AI agents, anywhere online. While most AI applications in marketing and advertising focus on back-office automation, the Firsthand Brand Agent Platform™ powers front-line consumer engagement. Operating across both owned properties and paid media, Firsthand's Brand Agents make a company's expertise accessible in real time, adapting to consumers' interests and guiding them towards the information they need to take action. Central to the platform is Lakebed™, the company's AI-first data and knowledge rights management system that ensures brands retain full ownership and control of their expertise. Firsthand is led by Jon Heller, Michael Rubenstein, and Wei Wei, whose previous ventures helped build the foundations of modern digital advertising. Backed by Radical Ventures, FirstMark Capital, Aperiam Ventures, and Crossbeam Venture Partners, Firsthand is shaping the future of AI-driven consumer engagement. Firsthand is headquartered in NYC, with team members working together in-office three days a week. About the Role We're at the stage of rapidly expanding the team on a solid foundation! As a highly motivated web engineer, you will be instrumental in building the web components to supercharge our system. • Collaborate with cross-functional teams to gather requirements and translate them into technical specifications. • Develop and maintain high-quality web applications using modern web technologies and frameworks. • Ensure quality through thorough automated testing to support critical business operations. • Manage deployment, monitoring, and reliability to be responsible for the full lifecycle of the web product. For this role, we prefer NY-based candidates who can come to the office three days a week, but we are also open to remote applicants within the US. New remote hires must attend in-person onboarding in the NY office their first week. Who You Are • 4+ years of professional work experience as a web engineer. • Bachelor's or Master's degree in Computer Science or a related field. • Rock-solid comprehension of software engineering fundamentals. Proficiency in a few programming languages. JavaScript and Python are strongly preferred. • Deep experience in web development, including both frontend and backend. Experience in one of the major frontend frameworks such as React/Next.js/Vue. • Proficient with relational databases such as Postgres. • Strong communication skills. Good at writing concise documents. • Desire and passion to work in an early-stage startup. Comfortable handling ambiguity in a fast-paced environment. Our Primary Web Technologies React, Next.js, TypeScript, Zustand, Tailwind CSS, Python, FastAPI, SQLAlchemy, PostgreSQL How to Apply If you are ready to embark on an exhilarating journey at the forefront of AI, seize this incredible opportunity and apply here. We eagerly anticipate hearing from you! Note: Compensation and equity will be market-competitive for well-capitalized, early stage startups and will be discussed during the interview process.

Manage end-to-end lifecycle of payer and partner data ingestion, attribution, and enrichment to support customer success and operational execution in healthcare. | 3+ years in data product management with healthcare payer or PBM data integration experience, strong communication skills, SQL knowledge, and experience with recurring data pipelines. | firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health. firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun. We are seeking a Data Product Manager to own the end‑to‑end lifecycle of payer and partner data that powers customer success, value creation, and operational execution. This role stewards monthly batching and claims ingestion, manages attribution end to end, surfaces issues that impact value realization, and prioritizes new data sources and vendors (e.g., eligibility verification and management, ADT coverage, PBM feeds). You will also partner with Customer Success in MORs through clear storytelling, insight packaging, and problem solving with payer partners. The ideal candidate blends technical depth in healthcare data with crisp communication and stakeholder leadership across Product, Data/Engineering, Customer Success, and Payer counterparts. Top Priorities: \n 1. Commercial request intake and MOR support What: Triage and deliver on pre‑/post‑sales data asks. Support file onboarding and steady‑state flows end to end. Set clear specs and SLAs, author mappings and test plans, and monitor pipelines into Snowflake so downstream dashboards and SLAs run without interruption. Support MORs. Success: Request backlog cycle time down. On‑time MOR packages. Stakeholder CSAT. Interfaces: Customer Success, Product, Eng, Payer partners 2. End to end attribution management What: Run monthly batching and support Eng in claims ingestion. Manage payer data implementations. Monitor and resolve anomalies like unexplained churn or delayed BenSupp rate‑cell transitions, and manage automations for said checks. Define and QA attribution logic. Operate monthly batching and claims ingestion with tight controls, tracking adds/deletes and net attribution changes. Reconcile with payer data teams. Success: Stable net attribution deltas. DQ alerts resolved within SLA. No downstream dashboard breaks. Interfaces: Data Eng, Payer data teams 3. Data enrichment for value creation and HEDIS/RA gap closure What: Prioritize and onboard feeds such as eligibility verification/management, ADT, PBM, third‑party contact data, improved geotagging, DNC / TCPA workflows. Lead discovery and scoping to accelerate value creation. Success: Measurable lift in member retention, adherence, and documented gap closures. Coverage and freshness SLAs met. Interfaces: Vendors, Data Eng, Clinical Ops. Experience & Skills Requirements: 3+ years in Data Product Management, Implementation, or Technical Program Management 3+ years working with healthcare payers or PBMs on data integration projects (claims, eligibility, enrollment, provider, or remit files) Proven experience operating recurring ingestion pipelines and data quality controls in production Strong communicator who can translate between technical and non‑technical stakeholders and craft payer-ready narratives Strong organization and documentation habits with repeatable processes and playbooks Working knowledge of SQL, data modeling, and common healthcare file formats (e.g., 837/835/834, custom delimited extracts) Bonus Points: Experience with BI tools such as Looker, Tableau, Power BI, or QuickSight Experience in value‑based care and payer reporting constructs (e.g., MLR, risk corridors) Experience with eligibility verification/management vendors or mastering member identity across sources \n $120,000 - $130,000 a year \n Benefits For full-time employees, our compensation package includes base, equity (or a special incentive program for clinical roles) and performance bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond), and a supportive and inclusive culture. Vaccination Policy Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law. New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. Unfortunately, we are not able to offer sponsorship at this time.

Manage end-to-end lifecycle of healthcare payer data ingestion, attribution, enrichment, and support commercial data requests to enable customer success and operational execution. | 3+ years in healthcare data product management or technical program management with experience in payer data integration, SQL, healthcare file formats, and strong communication skills. | firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health. firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun. We are seeking a Data Product Manager to own the end‑to‑end lifecycle of payer and partner data that powers customer success, value creation, and operational execution. This role stewards monthly batching and claims ingestion, manages attribution end to end, surfaces issues that impact value realization, and prioritizes new data sources and vendors (e.g., eligibility verification and management, ADT coverage, PBM feeds). You will also partner with Customer Success in MORs through clear storytelling, insight packaging, and problem solving with payer partners. The ideal candidate blends technical depth in healthcare data with crisp communication and stakeholder leadership across Product, Data/Engineering, Customer Success, and Payer counterparts. Top Priorities: 1. Commercial request intake and MOR support • What: Triage and deliver on pre‑/post‑sales data asks. Support file onboarding and steady‑state flows end to end. Set clear specs and SLAs, author mappings and test plans, and monitor pipelines into Snowflake so downstream dashboards and SLAs run without interruption. Support MORs. • Success: Request backlog cycle time down. On‑time MOR packages. Stakeholder CSAT. • Interfaces: Customer Success, Product, Eng, Payer partners 2. End to end attribution management • What: Run monthly batching and support Eng in claims ingestion. Manage payer data implementations. Monitor and resolve anomalies like unexplained churn or delayed BenSupp rate‑cell transitions, and manage automations for said checks. Define and QA attribution logic. Operate monthly batching and claims ingestion with tight controls, tracking adds/deletes and net attribution changes. Reconcile with payer data teams. • Success: Stable net attribution deltas. DQ alerts resolved within SLA. No downstream dashboard breaks. • Interfaces: Data Eng, Payer data teams 3. Data enrichment for value creation and HEDIS/RA gap closure • What: Prioritize and onboard feeds such as eligibility verification/management, ADT, PBM, third‑party contact data, improved geotagging, DNC / TCPA workflows. Lead discovery and scoping to accelerate value creation. • Success: Measurable lift in member retention, adherence, and documented gap closures. Coverage and freshness SLAs met. • Interfaces: Vendors, Data Eng, Clinical Ops. Experience & Skills Requirements: • 3+ years in Data Product Management, Implementation, or Technical Program Management • 3+ years working with healthcare payers or PBMs on data integration projects (claims, eligibility, enrollment, provider, or remit files) • Proven experience operating recurring ingestion pipelines and data quality controls in production • Strong communicator who can translate between technical and non‑technical stakeholders and craft payer-ready narratives • Strong organization and documentation habits with repeatable processes and playbooks • Working knowledge of SQL, data modeling, and common healthcare file formats (e.g., 837/835/834, custom delimited extracts) Bonus Points: • Experience with BI tools such as Looker, Tableau, Power BI, or QuickSight • Experience in value‑based care and payer reporting constructs (e.g., MLR, risk corridors) • Experience with eligibility verification/management vendors or mastering member identity across sources Benefits For full-time employees, our compensation package includes base, equity (or a special incentive program for clinical roles) and performance bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond), and a supportive and inclusive culture. Vaccination Policy Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law. New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. Unfortunately, we are not able to offer sponsorship at this time.