About Us
At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.
Position Summary
Gifthealth is seeking a strategic, systems-minded Zendesk Admin Manager – Strategy & Operational Excellence to lead the design, governance, and optimization of our Zendesk platform across the organization. In this role, you’ll be responsible for shaping the future of how we use Zendesk to serve patients, providers, partners, and internal teams.
This is not just a technical admin role. You will act as the strategic owner of Zendesk, partnering with leadership across Support, Pharmacy Operations, Compliance, and Product to ensure all workflows, tools, and automations are aligned to Gifthealth’s operational goals and commitment to delivering efficient, compliant, and exceptional care.
Key Responsibilities
- Responsibilities
- Serve as the primary owner and architect of the Zendesk platform, ensuring it supports the evolving needs of the business and delivers a seamless experience for agents and end-users.
- Drive the CX systems strategy, collaborating with senior leadership to align Zendesk workflows with operational objectives, SLAs, and patient experience goals.
- Oversee all Zendesk configurations including triggers, automations, macros, custom fields, SLAs, groups, routing, and integrations.
- Lead initiatives around operational excellence, including automation, standardization, and scalability of support operations across multiple departments and facilities.
- Develop and maintain governance over how Zendesk is used across teams, ensuring clean data, permission structures, and platform reliability.
- Collaborate with Pharmacy, Compliance, and Call Center teams to maintain workflows aligned with pharmacy compliance (HIPAA, audit readiness) and call center regulatory standards.
- Mentor and manage junior Zendesk users/admins, including support from a Zendesk Operations Specialist or Support Ops Analyst.
- Lead roadmap planning and change management for new tools, automations, and CX technologies connected to Zendesk.
- Monitor performance metrics through Zendesk Explore or BI tools; translate data into actionable insights to inform decision-making.
- Act as the internal liaison with Zendesk account managers, third-party app partners, and internal IT/Product stakeholders.
- Foster alignment between Zendesk and tools like Slack, phone platforms, BestRx, and internal reporting tools for a connected agent ecosystem.
Qualifications
- Education: 5+ years of experience in a Zendesk Admin or Systems Management role, with proven ownership of platform strategy at scale.
- Deep expertise in Zendesk configuration, including automations, ticket workflows, SLA policies, and user management.
- Experience managing Zendesk in a healthcare, pharmacy, or regulated call center environment strongly preferred.
- Strategic thinker with a strong track record of driving efficiency and scaling CX tools in high-growth or multi-location settings.
- Familiarity with BestRx, healthcare operations, and HIPAA-compliant workflows is highly desirable.
- Proven leadership experience—can mentor and guide junior admins, analysts, or ops team members.
- Proficient in Zendesk Explore, reporting tools (e.g., Looker, Tableau, Power BI), and data governance practices.
- Strong understanding of Slack as a tool for operational coordination and team communication.
- Exceptional communication, project management, and cross-functional collaboration skills.
- Comfortable navigating ambiguity and building systems in a fast-paced, evolving environment.
Work Environment
- Location: Remote
- Schedule: Full-time
- May require additional availability or flexibility for escalations.
- Regular meetings with your teams, departments, or leadership to ensure alignment.
Key Essential Functions
- Must be able to remain in a stationary position for extended periods while working at a computer.
- Must be able to operate a computer and other standard office equipment for the duration of the shift.
- Must be able to occasionally move about the office to attend meetings or access files and office equipment.
- Must be able to communicate effectively via phone, video conferencing, and written communication.
- Must be able to occasionally lift or move up to 10–15 pounds (e.g., laptop, files, or office materials).
Employment Classification
Status: Full-time
FLSA: Exempt
Equal Employment Opportunity (EEO) Statement
Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.
We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!
Disclaimer
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.
