Zendesk Product Owner - Configuration Administrator

Accountabilities

• Owes the end-to-end management and evolution of the Zendesk platform, ensuring it supports business goals, operational efficiency, and long-term scalability.
• Acts as the internal subject matter expert, partnering with stakeholders to design solutions, manage improvements, and enable teams through effective platform adoption.
• Owns the Zendesk product roadmap, from initial implementation and configuration through ongoing enhancements, prioritizing improvements aligned with business objectives.
• Configures and administers Zendesk features including fields, workflows, views, triggers, automations, dashboards, reporting, user roles, permissions, and data governance.
• Leverages AI capabilities and automation tools to improve ticket routing, streamline workflows, and enhance operational performance.
• Gathers business requirements, translates operational needs into technical solutions, and manages the platform enhancement backlog.
• Identifies opportunities to improve workflows, usability, reporting capabilities, and overall user experience.
• Collaborates with Claims, Client Services, Account Management, IT, and leadership teams to ensure platform alignment and stakeholder approval.
• Supports a phased enterprise rollout, coordinating implementation activities, testing, integrations, and system updates.
• Manages vendor relationships, platform costs, and external support decisions related to Zendesk.
• Develops documentation, training materials, onboarding resources, and best practices to promote successful adoption.
• Provides ongoing user support, troubleshooting, and guidance as the internal Zendesk expert.
• Maintains system performance, ensures data integrity, and enforces platform governance standards.

Requirements

• Combines CRM administration experience, strong analytical skills, and the ability to translate business requirements into effective technology solutions.
• Success in this role requires excellent communication, organization, and stakeholder management skills, along with a proactive approach to improving systems and processes.
• Bachelor’s degree in Business, Information Systems, Technology, or a related field, or equivalent professional experience.
• 2-4+ years of experience in CRM administration, product ownership, or platform management.
• Hands-on experience configuring CRM platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, HubSpot Service Hub, or similar solutions.
• Experience managing stakeholder requirements and translating business needs into system enhancements.
• Strong analytical, documentation, and problem-solving skills.
• Experience with Agile project management methodologies and tools such as Jira is preferred.
• Advanced Excel skills and experience with reporting or analytics.
• Familiarity with workflow automation tools and system integrations, including APIs or middleware solutions, is a plus.
• Experience supporting customer service operations, service desks, consumer-facing environments, healthcare, or regulated industries is preferred.
• CRM certifications such as Salesforce Administrator or similar credentials are an advantage.

Benefits

• Competitive salary range of $65,000 - $80,000 USD annually.
• Potential eligibility for additional compensation, including bonuses and merit increases.
• Comprehensive medical, dental, vision, and life insurance coverage.
• 401(k) retirement plan with employer match.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• Paid time off (PTO) and disability leave.
• Employee Assistance Program (EAP).
• Remote work flexibility with opportunities to contribute from anywhere in the United States.