Related skills
agile ai zendesk healthcare automation📋 Description
- Own and maintain Zendesk roadmap across clinical, records, member, and provider support.
- Collaborate with clinical/service leads via workflow mapping to identify bottlenecks and automation.
- Evaluate AI agent opportunities in Zendesk/other platforms; assess feasibility, ROI, and risk.
- Be primary stakeholder for clinical/member teams in planning; translate needs into requirements.
- Define success metrics and feedback loops for launches, incl. AI performance.
- Partner with product/engineering/legal/compliance to set guardrails for AI workflows.
🎯 Requirements
- Bachelor's Degree at a minimum.
- 5-7 years in operations strategy or ops-facing product/program management, healthcare.
- Experience with Zendesk or similar support platforms as power user/admin/ops stakeholder.
- Familiarity with AI/automation in support platforms (Zendesk AI, bot frameworks); identify real opportunities.
- Proven ability to map workflows and translate problems into structured statements and business cases.
- Experience working with product/engineering in agile delivery; defend operations priorities.
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