Operations

• Administer and continuously improve our Zendesk platform across modules like Support, Guide, Chat, and Talk, ensuring it's aligned with operational needs and scalable growth.
• Design, implement, and maintain automations, triggers, and workflows to enhance team productivity and drive consistent service quality.
• Own the full operational tooling ecosystem—including knowledge management, QA, WFM, internal comms platforms and other customer-facing platforms — and ensure tools are integrated and governed effectively.
• Collaborate with engineering and data teams to integrate systems via APIs and webhooks, enabling a connected ecosystem between Zendesk, our CRM, data warehouse, HRIS, and more.
• Build reliable reporting pipelines, combining multiple data sources into a single source of truth to enable strategic decision-making.
• Monitor and troubleshoot system issues, coordinate with vendors, and drive resolution to ensure system reliability.
• Maintain comprehensive documentation for all systems, configurations, and admin processes to ensure continuity and knowledge sharing.
• Lead and contribute to continuous improvement initiatives that enhance tool usage, processes, and customer experience.

Senior Operations Tooling Manager

Team Manager Service Operations

Operations Manager

Operationstechnischer Assistent – OP-Pfleger

Operating Room Technician

Operating Room Technician (OTA) – Specialist Nurse