Operations Manager
Abridge
Summary
Join Abridge, a rapidly growing healthcare AI company, as their Operations Manager. You will play a pivotal role in scaling customer support via Zendesk, building and leading processes, and ensuring top-notch service delivery. This role requires managing Zendesk configurations, enhancing customer experience, developing business processes, and analyzing performance data. You will also be responsible for creating and maintaining documentation, implementing new system rollouts, and resolving technical issues. The ideal candidate possesses 3-5 years of Zendesk Administrator experience, strong data analysis skills, and excellent communication abilities. Abridge offers a comprehensive benefits package including flexible PTO, equity, medical, dental, and vision insurance, a learning and development budget, a 401k plan, paid parental leave, and flexible working hours.
Requirements
- 3-5 years of Zendesk Administrator experience that demonstrates proficiency in customizing and managing Zendesk settings to match organizational needs, as well as a strong knowledge and understanding of the platform
- Strong data management and analysis skills. Proven experience analyzing Zendesk reports and gaining actionable insights that led to improved service efficiency and/or satisfaction
- Strong understanding of Zendesk best practices and functionality
- The ability to design and propose new processes
- Great spoken/written communication skills and high emotional intelligence
- Extreme organization
- Results-driven attitude, with the ability to thrive in a fast-paced environment
- Have the ability to detect potential hazards and escalate early, with proposed solutions
- Excel in communicating complex Zendesk functionalities to non-technical team members, enabling the entire team to use the platform effectively
- Ability to integrate Zendesk with other tools and systems using APIs and webhooks
Responsibilities
- Manage a multiple user setup, profiles, roles, business rules, workflows, email notifications and other business rules to streamline the customer support process
- Elegantly customize forms, fields, views, triggers, automations, reports and dashboards
- Design and run complex reports and dashboards, customized to each customers business needs
- Enhance the customer support experience by boosting efficiency and fostering a supportive environment for team members and customers
- Ensure the overall data quality in Zendesk
- Participate in the creation of repeatable processes that will scale with the growing number of customers our team will need to support
- Analyze performance data to drive continuous improvements and may train staff to use Zendesk effectively
- Provide new user accounts and manage licenses and permissions
- Create and maintain thorough and up to date technical systems documentation and maintain Change Control Process
- Implement and support new system rollouts, as well as all required maintenance and upgrades in addition to recommending process improvements
- Identify and resolve technical and user issues and enhance system functionality and user experience
- Lead the effort to implement Zendesk AI tools in a way that is highly personalized and effective for our customers
- Regularly audit the Zendesk platform for efficiency and lead projects to improve or expand the Zendesk setup based on audit results
- Research and adapt new Zendesk updates and implement new features that benefit the organization, team and customers
- Coordinate internal communication and planning during any Zendesk outages
Preferred Qualifications
- Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!)
- Knowledge of tiered support organizations and escalation protocols
- Certifications including Zendesk Administrator strongly preferred
- Experience with programming languages such as SQL, JavaScript, HTML, Java and Apex preferred but not required
- Familiarity with Zendesk REST API is a plus
- International Business experience would be an added advantage
Benefits
- Flexible/Unlimited PTO — Salaried team members can take off as much approved time off as they need, plus 13 paid holidays
- Equity — For all salaried team members
- Medical insurance — We pay 100% of the premium for you + 75% for dependents. 3 Aetna plans to choose from
- Dental & Vision insurance — We pay 100% of the premium for you + 75% for dependents. 2 Aetna plans to choose from
- Flexible Spending (FSA) & Health Savings (HSA) Accounts
- Learning and Development budget — $3,000 per year for coaching, courses, workshops, conferences, etc
- 401k Plan — Contribute pre-tax dollars toward retirement savings
- Paid Parental Leave — 16 weeks paid parental leave, for all full-time employees
- Flexible working hours — We care more about what you accomplish than what specific hours you’re working
- Home Office Budget — We provide up to $1,600 in a one-time reimbursement to set up your home office
- Sabbatical Leave — 30 days of paid Sabbatical Leave after 5 years of employment