Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com.
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An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including:
- Fortune Change the World (2024)
- CNBC Disruptor 50 List (2022, 2023, 2024)
- Fortune Best Workplaces for Millennials (2024)
- Fortune Best Workplaces in Health Care (2024)
- TIME 100 Most Influential Companies (2023)
- Fast Company Most Innovative Companies (2020, 2023)
- Built In Best Places to Work (2023)
- Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)
- Great Place to Work certified (2020, 2021, 2022, 2023, 2024)
- Fast Company Best Workplaces for Innovators (2022)
- Built In LGBTQIA+ Advocacy Award (2022)
We are looking for a motivated Platform Strategy & Operations Manager to take ownership of the day-to-day management and optimization of our suite of tools that power our member operations team, while driving support operations to enhance customer service efficiency. In this role, you will work closely with various teams to execute on platform initiatives, manage processes, and ensure the success of our frontline support teams.
As a Platform Strategy & Operations Manager at Maven, you will:
- Oversee Zendesk Platform Management: Lead the ongoing configuration, maintenance, and improvement of Zendesk to ensure it meets operational needs. Implement workflows, automations, and business rules that streamline ticket handling and improve team efficiency.
- Support Operations Management: Serve as the point person for operations support, ensuring that the tools and processes in Zendesk and related tools help reduce ticket resolution time and enhance customer satisfaction.
- Implement CX Playbooks: Collaborate with operations teams to design and refine customer experience playbooks, improving issue management workflows and ticket routing rules.
- Data-Driven Insights: Monitor Zendesk analytics to track key performance indicators (KPIs) such as ticket resolution times, customer satisfaction scores, and team productivity. Use data to propose and implement improvements top Zendesk and frontline operations tooling
- Cross-Team Collaboration: Work closely with customer support, care advocacy, and clinical teams to align Zendesk capabilities with business needs, ensuring the platform supports our broader organizational goals.
- Lead Zendesk Optimization Projects: Drive initiatives to enhance the Zendesk user experience, working with other departments to implement new features, troubleshoot issues, and ensure consistent performance.
We're looking for you to bring:
- 5+ years of Zendesk and/or support operations experience: Proven experience managing or leading support systems such as Zendesk, with a focus on workflow optimization, ticket routing, and team enablement.
- Strong Analytical Skills: Ability to gather insights from Zendesk reports and metrics to guide decision-making and improve processes.
- Experience with Cross-Functional Teams: Experience collaborating with various teams to ensure the Zendesk platform aligns with operational and customer experience goals.
- Project Management: Solid project management skills, with the ability to balance multiple tasks and projects while prioritizing key initiatives.
- Customer-Centric Mindset: A passion for improving both internal and external customer experiences through tool optimization and support strategy.
Preferred Qualifications:
Background in Digital Health or Tech-Enabled Services: Experience in a related field, particularly in customer-facing platforms
For candidates in NYC, CO, or CA, the base salary range for this role is $125,000-$150,000 per year. You will also be entitled to stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset
Benefits That Work For You
Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits:
- Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
- Whole-self care through wellness partnerships
- Hybrid work, in office meals, and work together days
- 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for six months plus)
- Annual professional development stipend and access to a personal career coach through Maven for Mavens
- 401K matching for US-based employees, with immediate vesting
These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.
Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g jsmith@mavenclinic.com). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: security@mavenclinic.com. For general and additional inquiries, please contact us at careers@mavenclinic.com.