Tech Ops Lead

📋 Description

• • Clipboard Health is seeking a highly motivated and experienced Tech Ops Lead to spearhead the development and evolution of our critical operational technology infrastructure. This pivotal role is designed for an individual who thrives on building and optimizing systems from the ground up, taking ownership of our entire Zendesk ecosystem and expanding its influence across broader business systems within our rapidly growing organization. As a leader in the healthcare marketplace, connecting professionals with workplaces for on-demand shifts, we are committed to lifting professionals up the socioeconomic ladder through career growth and financial opportunity. This role is instrumental in supporting that mission by ensuring our internal operations are powered by a robust, scalable, and efficient technology foundation.
• • In this position, you will be the architect and custodian of our enterprise-grade operational technology platform. You will be responsible for designing, implementing, and maintaining the systems that empower our internal Operations teams, enabling them to manage hundreds of thousands of shifts annually with increasing efficiency. A significant focus will be placed on our Zendesk ecosystem, ensuring it is optimized to support our current needs and scalable for future growth. This includes managing workflows, integrations, and user experiences within Zendesk to maximize productivity and data integrity.
• • Beyond Zendesk, your remit will extend to evaluating, selecting, and integrating other key business systems that support our operational objectives. This requires a strategic mindset, the ability to identify opportunities for technological improvement, and the skill to execute complex system implementations. You will work closely with various departments to understand their operational challenges and translate those needs into effective technology solutions. Your success will be measured by the tangible impact you make on operational efficiency, agent productivity, and overall business performance.
• • A core aspect of this role involves leveraging and enhancing our AI tooling, which is currently automating core agent workflows. You will play a crucial part in ensuring that our operational technology platform seamlessly integrates with and supports these AI initiatives, maximizing their effectiveness and enabling further automation opportunities. This requires a deep understanding of how technology can augment human capabilities and drive significant operational advancements.
• • We are looking for a hands-on leader who is not afraid to dive deep into the technical details. The ideal candidate will have a proven track record of building operational technology functions from scratch. While experience in maintaining existing systems is valuable, our primary focus is on individuals who have demonstrably built and shaped systems, possessing the ability to articulate the intricate workings of these systems at a granular level. This is an opportunity to replicate and elevate your past successes in a high-stakes environment within a $1.3B healthcare marketplace.
• • Your responsibilities will encompass the full lifecycle of our operational technology, from initial concept and design through implementation, ongoing maintenance, and continuous improvement. You will be expected to develop and enforce best practices for system administration, data management, and user support. This includes establishing clear documentation, training protocols, and support channels to ensure smooth operation and adoption of the systems you manage.
• • Collaboration will be key. You will work closely with Engineering, Product, and Operations teams to ensure alignment between business needs and technological capabilities. Your insights will be invaluable in shaping the future roadmap of our operational technology, identifying areas where new tools or enhancements can provide a competitive advantage and drive further growth. This role offers a unique opportunity to shape the technological backbone of a rapidly scaling company and make a significant impact on our mission to empower healthcare professionals.
• • This role is fully remote across the United States, with a hybrid option available for candidates in the Seattle area. We are a global, remote-first company with over 700 employees, recognized as a YC Top Company. We have been profitable since 2022 and are experiencing significant growth, filling millions of shifts annually. Join us and be a part of a mission-driven organization that is transforming the healthcare industry and creating substantial opportunities for professionals nationwide.