Lead Zendesk Administrator

ABOUT US At Vida, we help people get better- and we're helping the healthcare system get better, too. Vida is a virtual, personalized obesity care provider that uses evidence-based treatment to help patients manage obesity and related conditions like diabetes, high blood pressure, anxiety and depression. Vida's team of Obesity Medicine-Certified Physicians, Registered Dietitians, Expert Coaches and Licensed Therapists takes a whole-person approach to care, helping people lose weight, reduce stress and improve their overall health. By combining advanced technology with top-notch healthcare providers, Vida is breaking down the barriers that have historically kept people from getting the best care. It's trusted by Fortune 100 companies, major national payers and large providers to enable their employees to live their healthiest lives. Vida Health is seeking a high-level Lead Zendesk Administrator to serve as the primary strategic stakeholder for our Member Services application ecosystem. This role bridges the gap between frontline operations and Product/Engineering teams, moving beyond basic execution to drive the operational maturity and reliability of our platforms. The ideal candidate will possess deep architectural expertise in Zendesk and AWS, with a proven track record of designing and deploying workflows that drive measurable efficiency and channel-shifting. Responsibilities: Design, build, and maintain sophisticated AI agent workflows within Zendesk to resolve complex use cases autonomously, significantly reducing manual agent touches. Own the administration and reliability of the Zendesk platform, maintaining strong configuration governance to ensure all triggers, automations, and integrations are documented and traceable. Serve as a thought partner to Member Service team leadership, translating operational needs into scalable system requirements and bridging the gap between non-technical stakeholders and Engineering teams. Proactively research and scope emerging AI technologies (e.g., Voice AI, outbound automation) to improve inbound call flows and outbound member outreach success. Lead operational initiatives for high-stakes transitions, ensuring system stability and zero service disruption. Act as the primary technical contact for vendors (Zendesk, AWS, etc.), driving accountability, evaluating new releases, and facilitating knowledge transfer of platform updates. Optimize the efficiency of Chat, Email, and Phone channels, focusing on channel-shifting volume toward more efficient, personalized digital experiences. Analyze data across applications to implement efficient workflows that eliminate bottlenecks, while managing the interwoven impacts of changes across the organization. Develop and maintain high-quality process documentation and standard operating procedures (SOPs) for all supported applications. Qualifications: 5+ years of experience in SaaS platform administration, with expert-level knowledge of Zendesk (Support, Talk, Guide, Explore, and AI/Copilot). Bonus if you also have previous experience with AWS contact center. Proven experience building production-grade AI agents and evaluating AI vendors for technical feasibility and long-term value. Strong ability to itemize, track, and manage the complex set of cross-functional tasks required for successful system launches and migrations. Excellent communication skills and experience interfacing with leadership and technical teams to translate data into actionable insights. Proficiency in driving practical, continuous improvement (Lean or Six Sigma experience is a strong bonus). Deep understanding of how platform system changes impact downstream triggers and automations, specifically within a healthcare environment. Vida is proud to be an Equal Employment Opportunity and Affirmative Action employer. Diversity is more than a commitment at Vida—it is the foundation of what we do. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or Veteran status. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We seek to recruit, develop and retain the most talented people from a diverse candidate pool. We don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our platform and those we serve. Vida is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at Vida in any form without a valid, signed search agreement in place for the specific position will be deemed the sole property of Vida. No fee will be paid in the event the candidate is hired by Vida as a result of the unsolicited referral. **Vida is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Vida is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Vida is registered. Please note: Applicants must be authorized to work in the U.S. as Vida is unable to sponsor work visas for any position. All Vida Employees must reside in/be able to work from the U.S.- international work is prohibited. Job postings at Vida are evergreen and will remain open through end of year, until filled. #LI-remote