Operations Manager, Customer Support

Operations Manager, Customer Support @ Midi Health 👩‍⚕️💬
📍 Remote (U.S.-Based) | Optional hybrid in the Bay Area

Overview:

Midi Health is on a mission to redesign care for women in midlife and we’re growing fast. We’re looking for an Operations Manager, Customer Support to help us scale our patient support infrastructure and ensure every interaction is seamless, empathetic, and efficient.

This role is ideal for a systems thinker and hands-on operator who knows how to make Zendesk sing, thrives on solving complex service challenges, and can balance frontline needs with back-end optimization. You’ll lead initiatives to streamline workflows, support patient experience improvements, and partner across clinical, product, and operations teams to implement high-impact changes.

If you're a process-driven problem solver who thrives in a fast-paced, high-ownership environment  and you're passionate about transforming the way women receive care  we’d love to meet you.

This job is “HOT”:  🔥 

• Lead and oversee projects from inception through execution, ensuring timely milestone delivery by stakeholders and team members.
• Collaborate with cross-functional teams to define project goals, scope, and deliverables, while keeping all stakeholders informed of progress and changes.
• Oversee and manage performance metrics, identifying areas for improvement and celebrating team successes.
• Conduct regular performance analyses to spot trends, assess success, and drive strategic adjustments to improve key performance indicators.

Business impact- Not just surviving but thriving 📈  

• Tooling Administration: Configure and optimize Zendesk workflows, automations, triggers, macros, and reporting tools, including chatbot and AI workflows. Identify opportunities for self-service solutions to address common requests.
• AI Implementation and Optimization: Partner with third-party vendors to implement and refine AI solutions that drive seamless, low-effort experiences for patients and internal teams. Continuously evaluate AI performance and identify opportunities to enhance automation, personalization, and efficiency.
• Process Improvement: Identify and implement process optimizations within the patient support function to enhance overall efficiency and effectiveness.
• Documentation: Maintain thorough documentation of project plans, processes, and system configurations to ensure smooth knowledge transfer and continuity.
• Quality: Enhance training and development programs, and update internal and external help centers with best-in-class documentation.

What you will need to succeed: 🌱

• 5+ years Zendesk or similar customer support platforms; administration experience is a plus.
• 5+ years proven experience in operations management, ideally within healthcare or customer support.
• Experience rolling out AI tools within customer support workflows.
• Strong analytical skills with a track record of using data and reporting to drive improvements.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously.
• Ability to adapt to changing priorities and thrive in a fast-paced environment.

The interview process will include: 📚 

1. Recruiter Screen (30 min) 
2. Hiring Manager Screen (30 min)
3. Working session (1hr)
4. Team interviews (2-3 hours)

The application window closes 7PM EST on May 3rd, 2025.

This role is not eligible for sponsorship.

The estimated salary range for this role is 125,000-130,000 per year, based on factors such as experience, skills, and location. In addition to base salary, employees may be eligible for comprehensive benefits and equity.

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