Why Clipboard Health Exists:
We exist to lift as many people up the socioeconomic ladder as
possible. We dramatically improve lives by letting healthcare
professionals turn extra time and ambition into career growth and
financial opportunity. We achieve this with our app-based marketplace
that connects healthcare facilities and healthcare professionals,
allowing professionals to book on-demand shifts and facilities to access
on-demand talent.
About Clipboard Health:
Clipboard Health is a fast-growing Series C marketplace. We are a
leader in our Long Term Care vertical and are expanding into several
others (Dental Offices, Schools, etc).
We are a YC Top Company
with a global, remote team of 600+ people. We have been profitable
since 2022, and fill millions of shifts annually at partner workplaces
across the US, where tens of thousands of professionals work with us
every year.
We are looking for your help to keep growing so we can serve more professionals and workplaces.
To learn more about us, take a look at our website here.
Role Overview
Our Worker Operations department is hiring a highly autonomous and
results-oriented Technical Operations Manager to lead the team
responsible for our core Zendesk ecosystem and its associated technical
integrations. This is a critical leadership role requiring deep Zendesk
expertise combined with strong technical literacy and the ability to
drive performance in a 100% remote, fast-paced, dynamic environment.
You will own the operational health, performance, and reliability of
our Zendesk platform and its interconnected systems (including AWS
Connect telephony, custom applications hosted on AWS, and various
integrations). You will manage a globally-distributed hybrid team of
Zendesk Administrators and technical developers, translating business
requirements into robust, scalable, and high-quality technical
solutions. In a culture that values autonomy and impact, you will be
empowered to set standards, drive improvements, and build a
best-in-class operational technology function centered around our core
support CRM.
Primary Responsibilities
- Own the Zendesk Ecosystem: Lead the administration, configuration, ongoing optimization, and operational roadmap of our Zendesk instance.
- Manage Global Technical Team: Lead, mentor, and
manage performance for a team comprising Zendesk Administrators and
developers responsible for custom applications and integrations. Foster a
culture of high performance, quality, and operational excellence.
- Oversee Integrations & Custom Apps: Provide
strong oversight for vendor integrations (e.g. AWS telephony), custom
applications hosted on AWS (monitoring deployment, reliability, bug
rates), and other integrations (e.g., Zapier, microservices), ensuring
they function reliably and securely within the Zendesk ecosystem.
- Translate Business Needs: Partner closely with
stakeholders across Worker Operations, Support, and other teams to
deeply understand business requirements, challenge assumptions, define
clear technical specifications, and prioritize initiatives.
- Drive Performance & Reliability: Establish and
monitor key performance indicators (KPIs) for system uptime, bug
resolution times, routing accuracy, custom application reliability, and
development lifecycle efficiency. Drive continuous improvement
initiatives.
- Ensure Quality & Speed: Implement and manage
processes for change management, incident management, quality assurance,
and efficient deployment cycles for both Zendesk configurations and
custom development work.
- Set Standards & Operate Autonomously: Define
operational standards, best practices, and roadmaps for the Tech Ops
function within a highly autonomous environment. Demonstrate toughness
and resilience in driving priorities and enforcing standards.
- Vendor Management: Oversee relationships with key technology vendors (Zendesk, etc.).
Top Traits Required to be Successful in Role
- Toughness & Resilience: Ability to make
decisive calls, enforce standards, push back respectfully, and maintain
focus under pressure in a dynamic culture.
- Problem-Solving & Autonomy: Exceptional ability
to troubleshoot complex technical issues, translate ambiguous business
needs into technical solutions, and operate effectively with a high
degree of autonomy in a fast-paced environment.
- Communication & Stakeholder Management: Excellent
communication skills with the ability to articulate technical concepts
clearly to both technical and non-technical audiences, demand clarity in
requirements, and manage stakeholder expectations effectively.
Technical Literacy:
- Demonstrable understanding of cloud hosting and deployment
fundamentals (AWS preferred), monitoring principles (e.g., Cloudwatch),
APIs, and integration tools (e.g., Zapier). You don't need to be the
hands-on expert in these, but must be able to provide effective
oversight.
- Extreme Accountability: Ruthless focus on results, accountability.
- Very low tolerance for poor work or blurry thinking.
- Strong bias for driving outcomes quickly.