Operations Manager, Customer Support

Operations Manager @ Midi Health: 👩‍⚕️💻

We are seeking a detail-oriented Operations Manager, Customer Support with expertise in Zendesk optimization to lead patient support initiatives within our Customer Support Team. You are flexible and adaptable, adjusting your approach to meet the evolving needs of patients and program stakeholders. You excel at identifying, prioritizing, and solving complex problems while acquiring expertise when needed. You manage cross-functional communication, ensuring all stakeholders are informed and aligned. Projects will range in complexity, and you’ll maintain regular communication with all those impacted by changes.

This job is “HOT”:  🔥 

• Project Management: Lead and oversee projects from inception through execution, ensuring timely delivery of milestones by both stakeholders and team members.
• Stakeholder Coordination: Collaborate with cross-functional teams to define project goals, scope, and deliverables, while keeping all stakeholders informed of progress and changes.
• Reporting Oversight: Oversee and manage performance metrics, identifying areas for improvement and celebrating team successes.
• Performance Analysis: Conduct regular performance analyses to spot trends, assess success, and drive strategic adjustments to improve key performance indicators.

Business impact- Not just surviving but thriving 📈  

• Tooling Administration: Configure and optimize Zendesk workflows, automations, triggers, macros, and reporting tools, including chatbot and AI workflows. Identify opportunities for self-service solutions to address common requests.
• Process Improvement: Identify and implement process optimizations within the patient support function to enhance overall efficiency and effectiveness.
• Documentation: Maintain thorough documentation of project plans, processes, and system configurations to ensure smooth knowledge transfer and continuity.
• Quality: Enhance training and development programs, and update internal and external help centers with best-in-class documentation.

What you will need to succeed: 🌱

• 5+ years Zendesk or similar customer support platforms; administration experience is a plus.
• 5+ years proven experience in operations management, ideally within healthcare or customer support.
• Strong analytical skills with a track record of using data and reporting to drive improvements.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously.
• Ability to adapt to changing priorities and thrive in a fast-paced environment.

The interview process will include: 📚 

1. Recruiter Screen (30 min) 
2. Hiring Manager Screen (30 min)
3. Working session (1hr)
4. Team interviews (2-3 hours)

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