[Hiring] Zendesk Product Owner - Configuration Administrator @Point C

Role Description

The Zendesk Product Owner - Configuration Administrator will lead the configuration, administration, and ongoing optimization of Point C’s Zendesk platform as we roll it out enterprise-wide. This role owns the Zendesk roadmap from the ground up - building out the system, partnering with business teams to translate operational needs into platform enhancements, and ensuring Zendesk delivers measurable value across Claims, Client Services, Account Management, and beyond. The right person is hands-on, forward-thinking, and comfortable owning a platform, not just maintaining it.

• 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 proposing 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

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

Requirements

• 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

Benefits

• Comprehensive medical, dental, vision, and life insurance coverage
• 401(k) retirement plan with employer match
• Health Savings Account (HSA) & Flexible Spending Accounts (FSAs)
• Paid time off (PTO) and disability leave
• Employee Assistance Program (EAP)