Operations Efficiency Specialist
4 days ago
We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health services, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, J.P. Morgan Chase, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally.
We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, William K Warren Foundation, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We're just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.
We are looking for an experienced Operations Efficiency Specialist to join our Operations Department. In this role, you will be responsible for developing efficiencies and optimizing workflows within our Zendesk platform and other associated applications (e.g., Talkdesk), creating innovative solutions to enhance the customer and provider experience. You'll work cross-functionally across Spring Health, ensuring our tools support the needs of our rapidly evolving organization. This is an exciting opportunity to make a direct impact by enabling our teams to operate more effectively and provide exceptional support to our users.
Job Responsibilities- Workflow Development:
- Design, implement, and maintain optimized workflows and processes within Zendesk to improve operational efficiency for the Operations Team.
- Develop and configure custom solutions in Zendesk, including automation, triggers, macros, and custom apps.
- Work with Talkdesk integrations to streamline communication processes and provide enhanced support experiences.
- Cross-Functional Collaboration:
- Collaborate closely with stakeholders across Operations, Product, and Engineering teams to understand business needs, gather requirements, and prioritize requests for tooling enhancements.
- Act as a subject matter expert on Zendesk capabilities, providing guidance and best practices to stakeholders.
- Innovative Problem Solving:
- Use data-driven insights to identify opportunities for process improvements and automation within Zendesk.
- Continuously explore and propose innovative solutions to complex operational challenges, enhancing team productivity and customer satisfaction.
- Project Prioritization & Management:
- Manage and prioritize multiple requests for tool updates, enhancements, and fixes, balancing day-to-day needs with longer-term strategic improvements.
- Maintain clear communication with stakeholders, setting expectations on project timelines and managing the development lifecycle.
- Documentation & Training:
- Create and maintain documentation on processes, workflows, and configurations within Zendesk and Talkdesk.
- Provide training and support to the Ops team on new tools and workflows, ensuring smooth adoption of updates and enhancements.
- Operational efficiency (e.g., first call resolution, handle times, etc)
- Project delivery timelines
- Cost to operate
- Bachelor's degree or equivalent experience required
- 3+ years of experience working with Zendesk, including custom configuration, workflow optimization, and automation. Experience with Talkdesk or other similar telephony software is a plus.
- Strong proficiency in Zendesk configuration, including creating triggers, automations, and custom workflows. Familiarity with APIs and integrations with other platforms.
- Demonstrated ability to innovate and create efficient solutions to complex operational challenges.
- Experience working closely with multiple teams, gathering requirements, and translating them into actionable technical solutions.
- Strong organizational skills and experience managing multiple projects or priorities effectively.
- Excellent written and verbal communication skills, with an ability to clearly document and explain processes and updates to diverse stakeholders.
- Experience of working cross-functionally in a matrix environment
- Proven track record in translating business needs into scalable and impactful programs and solutions
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