Zendesk Product Owner - Configuration Administrator

Primary Responsibilities

• Own the Zendesk platform roadmap end-to-end; from initial configuration through future enhancements and builds, prioritizing improvements that align with business needs and stakeholder goals
• Lead the configuration and administration of Zendesk, including fields, workflows, views, triggers, automations, dashboards, and reporting
• Leverage AI capabilities within Zendesk to enhance ticket routing, automate workflows, and improve overall operational efficiency
• Gather requirements from business stakeholders, translate them into functional enhancements within the platform, and manage the backlog of system improvements
• Proactively identify opportunities to improve Zendesk workflows, UI, and usability and propose solutions
• Partner with Claims, Client Services, Account Management, and IT teams as primary stakeholders, gathering sign-offs and ensuring Zendesk configuration meets the needs of each user group
• Support a multi-phase enterprise rollout of Zendesk, coordinating with IT as the platform transitions and expands organization-wide
• Manage user roles, permissions, access controls, and data integrity, ensuring governance standards are maintained as the platform scales
• Support integrations between Zendesk and internal systems; coordinate testing and deployment of system updates and new builds
• Communicate roadmap priorities, system updates, and change management needs to stakeholders at all levels, including leadership sign-off and team-level rollout support
• Manage vendor relationships and support cost management and augmentation decisions related to Zendesk
• Partner with the training and management team to create documentation, lead onboarding sessions, and promote best practices across all user teams
• Provide ongoing end-user support and troubleshooting, serving as the internal subject matter expert for Zendesk across the organization

Required Qualifications

• Bachelor’s degree in Business, Information Systems, Technology, or related field (or equivalent experience)
• 2–4+ years CRM administration or product ownership experience
• Hands-on configuration experience in a CRM platform such as Zendesk (preferred), Salesforce Service Cloud, Freshdesk, HubSpot Service Hub, etc.
• Familiarity with project management methodologies (Agile preferred) and tools like Jira
• Strong analytical and documentation skills
• Experience managing stakeholder requirements
• Advanced Excel or reporting experience

Preferred Qualifications

• CRM certification (e.g., Salesforce Admin, Dynamics Functional Consultant)
• Experience with integrations (APIs, middleware tools)
• Experience with workflow automation tools
• Background working with or supporting customer service operations teams, consumer-facing environments, or service desk functions
• Healthcare, TPA, or regulated industry experience is a plus