Gifthealth

Operations

• Manage day-to-day Zendesk tasks, including building views, macros, triggers, automations, and user configurations to support a high-performing support team.
• Collaborate with the Zendesk Administrator to propose workflow updates and system enhancements; all workflow changes will be finalized and approved by the Zendesk Admin.
• Partner with Support, Operations, and Compliance teams to ensure Zendesk workflows align with pharmacy regulations, HIPAA requirements, and call center compliance standards.
• Identify and implement automation and routing strategies that reduce handling time and increase one-call resolution.
• Assist in building internal dashboards and reports using Zendesk Explore or other BI tools to analyze trends in ticket volume, resolution time, SLA adherence, and CSAT.
• Proactively identify process gaps or inefficiencies across the support lifecycle and recommend technology or process-based solutions.
• Contribute to documentation, SOPs, and internal knowledge bases for Zendesk use and system practices.
• Monitor agent interactions and system performance to help identify trends or opportunities for coaching and support improvements.
• Participate in Zendesk testing, user acceptance, and post-release support for system changes or new integrations.
• Ensure alignment between Zendesk and internal tools like Slack, helping connect workflows and alerts where appropriate to drive faster communication and resolution.
• Support change management and team adoption of new tools, automations, or workflows.

Zendesk Admin – Operational Excellence

Account Manager

• Owns requirements intake from the partner; triaging, clarifying, and documenting all incoming needs before they reach internal teams
• Translates ambiguous partner requirements into precise, engineering-ready specifications with context, acceptance criteria, and trade-offs
• Holds the partnership at the working level — regular cadences, status communication, proactive escalation, mutual accountability
• Surfaces patterns across the partnership and recommends platform investments vs. one-off builds
• Collaborates with product, engineering, and commercial teams, serving as the trusted advisor for all stakeholders

Senior Product Manager, Strategic Partnerships

DevOps Engineer

• Designs, builds, and maintains reliable, scalable software systems supporting Ruby on Rails applications
• Embeds reliability, performance, and operational best practices into application code and development workflows
• Owns DevOps practices including CI/CD reliability, deployment strategies, and release safety
• Leads incident response, debugging, and root cause analysis across application and platform layers
• Implements and evolves observability (logging, metrics, tracing) within application and service code
• Partners with engineering teams on architecture, capacity planning, and technical standards

Lead Site Reliability Engineer

Program Manager

• Reporting to Account Director or Senior Account Director
• Responsible for overall management, performance, and continuous improvement of assigned client programs
• Provides oversight of program operations
• Identifies and mitigates risks, resolves escalated issues, and drives process improvements
• Serves as a key liaison between internal teams and client stakeholders
• Ensures program success, client satisfaction, and operational excellence
• Leads cross-functional collaboration