Our Mission
Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.
Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down.
We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.
Your Impact on our Mission
As an AI Support Operations Manager, you’ll play a meaningful role in evolving how we deliver customer support by using AI to create more efficient, high-quality experiences. This is a first-of-its-kind role at Zocdoc, created at a pivotal moment in our growth as we invest in smarter support operations. You’ll own how AI is designed and scaled across chat, voice, and email, helping automate repetitive work so our teams can focus on complex, human-centered interactions. Your work will directly impact customer satisfaction, team productivity, and our ability to grow efficiently. You’ll partner across teams to turn emerging AI capabilities into real, measurable outcomes. Beyond optimizing workflows, you’ll help build a more thoughtful and scalable support experience. If you’re excited to drive innovation while elevating the human side of support, this is a unique opportunity to make a lasting impact.
You’ll enjoy this role if you are…
- Personally motivated by improving customer experiences through innovation and thoughtful application of AI
- Autonomous, urgent, and creative. You genuinely love solving complex operational problems and turning ambiguity into scalable solutions
- Highly analytical and detail-oriented, with a strong instinct for identifying optimization opportunities in workflows and systems
- Passionate about emerging technologies, especially AI, and their potential to transform customer support
- A cross-functional collaborator who thrives working with Product, Engineering, CX, and external partners
- The kind of person who proactively identifies opportunities for improvement and takes ownership of driving them forward
Your day to day is…
- Full ownership of AI-powered support workflows, including design, configuration, testing, and ongoing optimization across platforms like Forethought AI
- Identifying and implementing opportunities to automate workflows and reduce friction, improving both customer and agent experiences
- Building and fostering relationships with cross-functional partners including CX, Product, Engineering, Analytics, and external AI vendors
- Monitoring and driving performance across key metrics like containment, deflection, CSAT, and productivity, and taking action when results fall short
- Establishing quality standards and review processes to ensure AI interactions meet brand and customer experience expectations
- Translating emerging AI capabilities into pilots, experiments, and scalable operational rollouts
- Leveraging generative AI tools and technologies to continuously improve response quality and operational efficiency
You’ll be successful in this role if you have…
- 5–7 years of experience, including 3–5 years in customer support operations, CX tooling, or similar roles
- Hands-on experience implementing and optimizing AI-powered support tools (e.g., Forethought AI) and working within CRM platforms
- Experience translating support processes and SOPs into scalable, system-driven workflows and automations
- Proven ability to own and improve performance metrics such as CSAT, containment, deflection, and productivity
- Experience partnering cross-functionally with Product, Engineering, CX, and Analytics to deliver operational solutions
- Experience managing external vendors or AI platform partners and influencing product direction
- Excellent communication and stakeholder management skills, with the ability to work effectively across technical and non-technical teams
- A strong sense of ownership and bias to action, with a passion for applying AI and automation to improve customer and agent experiences
Benefits:
- Flexible, hybrid work environment at our convenient Soho location
- Unlimited Vacation
- 100% paid employee health benefit options (including medical, dental, and vision)
- Commuter Benefits
- 401(k) with employer funded match
- Corporate wellness program with Wellhub
- Sabbatical leave (for employees with 5+ years of service)
- Competitive paid parental leave and fertility/family planning reimbursement
- Cell phone reimbursement
- Catered lunch everyday along with beverages and snacks
- Employee Resource Groups and ZocClubs to promote shared community and belonging
- Great Place to Work Certified
About us
Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our six core values. Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish.
Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws.
Job Applicant Privacy Notice
Skills Required
- 5-7 years of experience in customer support operations
- 3-5 years in customer experience tooling
- Hands-on experience with AI-powered support tools
- Experience in CRM platforms
- Proven ability to improve performance metrics like CSAT
- Experience partnering with Product, Engineering, CX
- Experience managing external AI vendors
- Excellent communication and stakeholder management skills
What the Team is Saying
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Zocdoc Compensation & Benefits Highlights
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Healthcare Strength — Comprehensive medical, dental, and vision coverage with mental-health support is prominently offered. Fully paid employee options for core health plans are also described.
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Parental & Family Support — Fully paid parental leave is highlighted alongside adoption assistance, fertility benefits, and a dedicated mother’s room. These provisions indicate strong support for growing families.
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Leave & Time Off Breadth — Competitive PTO, paid sick days, floating holidays, and flexible time-off policies are emphasized across materials. Additional options such as wellness days, bereavement leave, and sabbatical eligibility broaden time-off access.
Zocdoc Insights
What We Do
Zocdoc is the tech company at the beginning of a better healthcare experience. Each month, millions of patients use Zocdoc to find in-network neighborhood doctors, instantly book appointments online, see what other real patients have to say, get reminders for upcoming appointments and preventive check-ups, fill out their paperwork online, and more.
Why Work With Us
Zocdoc's forward-thinking approach prioritizes collaboration, agility, and continuous learning in service of our long-term vision. This has helped us drive significant innovation in a complex, slow-moving industry, and our talented team is looking for impact-minded individuals to join us as we continue to re-imagine the healthcare experience.
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Zocdoc Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our NYC office is accessible to all employees five days a week, though working in-office remains completely voluntary; everyone is invited but nobody is required to work in the office.
