Tech Ops Lead

📋 Description

• • Clipboard Health is seeking a highly motivated and experienced Tech Ops Lead to spearhead the evolution and ownership of our comprehensive Zendesk ecosystem, with a strategic vision to expand into broader business systems across the organization. This pivotal role is instrumental in building and maintaining an enterprise-grade operational technology platform that underpins our internal operations within a rapidly growing, $1.3 billion healthcare marketplace. Our platform facilitates hundreds of thousands of shifts annually, and we are leveraging advanced AI tooling to automate core agent workflows. The Tech Ops Lead will be the cornerstone of this technological foundation, ensuring its robustness, scalability, and efficiency, beginning with our critical Zendesk infrastructure and extending to other vital business systems as impact is demonstrated.
• • In this dynamic role, you will be responsible for the end-to-end management and strategic development of our Zendesk instance. This includes configuring workflows, automating processes, integrating with other tools, and ensuring optimal performance to support our operational teams. You will dive deep into the intricacies of our current systems, identifying areas for improvement and implementing innovative solutions. A significant part of your day-to-day will involve collaborating with various internal teams, including Operations, Engineering, and Product, to understand their needs and translate them into technical requirements and actionable system enhancements. You will also be tasked with exploring and implementing new features within Zendesk and other business systems to enhance productivity and user experience.
• • Furthermore, you will play a key role in the selection, implementation, and management of additional business systems that complement our existing technology stack. This could involve CRM systems, internal communication platforms, project management tools, or other critical operational software. Your expertise will be crucial in ensuring seamless integration and data flow between these systems, creating a unified and efficient operational technology environment. You will be expected to develop and maintain comprehensive documentation for all managed systems, including architecture diagrams, process flows, and user guides, ensuring knowledge transfer and system maintainability.
• • A core responsibility will be to proactively identify and address technical challenges and bottlenecks within our operational systems. This involves conducting root cause analysis, developing and implementing fixes, and establishing preventative measures. You will also be responsible for monitoring system performance, security, and compliance, ensuring that our technology infrastructure meets industry standards and regulatory requirements. As a lead, you will mentor and guide junior team members, fostering a culture of technical excellence and continuous learning within the team. Your ability to go five levels deep into explaining how systems work will be paramount, demonstrating a profound understanding of the underlying architecture and operational logic.
• • This role offers a unique opportunity to build an operational technology function from the ground up within a high-growth, mission-driven company. You will have the autonomy to shape the future of our internal systems and directly impact the efficiency and effectiveness of our operations. The experience gained in architecting, implementing, and scaling critical business systems in a fast-paced environment will be invaluable for your professional growth. You will be at the forefront of leveraging technology to solve complex operational challenges in the healthcare marketplace, contributing to our mission of lifting people up the socioeconomic ladder.
• • About Clipboard Health: Clipboard is a rapidly expanding Series C marketplace, recognized as a leader in the Long Term Care vertical and actively diversifying into other sectors such as Dental and Home Health, while also developing a full-time product offering. We are proud to be a Y Combinator Top Company, boasting a global, remote team of over 1,000 individuals. Since 2022, we have maintained profitability, facilitating millions of shifts annually through our platform connecting U.S. partner workplaces with tens of thousands of professionals each year. We are committed to continuous growth to better serve more professionals and workplaces. To learn more about our journey and culture, please visit our careers page.
• • What you can learn or achieve in this role: This position is ideal for an individual who thrives on building and optimizing systems from the ground up. You will gain extensive experience in enterprise-level system architecture, implementation, and management, with a particular focus on customer support platforms like Zendesk and broader business systems. You will develop advanced skills in process automation, AI integration, and cross-functional collaboration. The opportunity to define and lead the tech ops strategy for a rapidly scaling company, directly influencing operational efficiency and contributing to significant business growth, is a key achievement. You will also hone your leadership and mentorship abilities by guiding a team and establishing best practices for operational technology management.