Operations Manager, Customer Support

Summary

Join Midi Health, a rapidly growing company redesigning care for women in midlife, as their Operations Manager, Customer Support. This remote (U.S.-based) role, with an optional hybrid option in the Bay Area, requires a systems thinker and hands-on operator to scale patient support infrastructure. You will lead initiatives to streamline workflows, improve patient experience, and partner with various teams to implement impactful changes. The ideal candidate is a process-driven problem solver thriving in fast-paced environments and passionate about transforming women's healthcare. This position involves managing projects, collaborating with cross-functional teams, analyzing performance metrics, and optimizing Zendesk workflows. The role also includes implementing and refining AI solutions and enhancing training and development programs.

Requirements

• 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
• Experience rolling out AI tools within customer support workflows
• 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

Responsibilities

• Lead and oversee projects from inception through execution, ensuring timely milestone delivery by stakeholders and team members
• Collaborate with cross-functional teams to define project goals, scope, and deliverables, while keeping all stakeholders informed of progress and changes
• Oversee and manage performance metrics, identifying areas for improvement and celebrating team successes
• Conduct regular performance analyses to spot trends, assess success, and drive strategic adjustments to improve key performance indicators
• 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
• Partner with third-party vendors to implement and refine AI solutions that drive seamless, low-effort experiences for patients and internal teams
• Continuously evaluate AI performance and identify opportunities to enhance automation, personalization, and efficiency
• Identify and implement process optimizations within the patient support function to enhance overall efficiency and effectiveness
• Maintain thorough documentation of project plans, processes, and system configurations to ensure smooth knowledge transfer and continuity
• Enhance training and development programs, and update internal and external help centers with best-in-class documentation

Benefits

In addition to base salary, employees may be eligible for comprehensive benefits and equity