Technical Operations Lead

Hello Heart

1d

About The Position

Hello Heart is a fast-growing, mission-driven, AI-native company transforming how heart health is managed, with a vision to make heart attacks and strokes a thing of the past. They focus exclusively on heart health, leveraging an AI-powered platform with connected devices, real-time risk detection, and personalized interventions to help people understand their risk earlier and take action sooner. This approach delivers significant clinical impact and cost savings, and Hello Heart is recognized as a leading cardiac prevention program. As an AI-first company, they expect employees to be AI fluent and apply AI in their work. The Technical Operations Lead will own and scale the systems, automations, and reporting that power the Support organization. This individual contributor role reports to the Director of Technical Operations and involves leading the administration of Zendesk and other core tools, improving automated deflection workflows, developing AI agents, and building reporting infrastructure to help the team operate more effectively. This position is for a builder who can take complex ideas from concept to execution and create scalable, automated solutions with minimal oversight.

Requirements

• A proven track record and genuine interest in leveraging AI tools for problem-solving and process improvement.
• 5+ years of experience in technical operations, support operations, business systems, or systems administration
• Experience serving as the primary administrator for a support ticketing platform, with Zendesk strongly preferred
• Experience implementing new tools and integrating multiple systems in a fast-paced environment
• Strong experience with systems administration, workflow automation, troubleshooting, and process improvement
• Experience building reporting and working with data visualization tools like Tableau and Snowflake
• Strong communication and documentation skills, with the ability to work effectively across teams and manage work independently
• Tech stack: Zendesk, Forethought, Twilio, Medallia, Gemini, Claude Code, Google Sheets (Apps Script, complex pivot tables, data visualization)

Responsibilities

• Own and optimize Zendesk and other core Support systems, including day-to-day administration, configuration, and ongoing improvements
• Manage AI-based deflection tools and related workflows to improve efficiency and the member support experience
• Build and maintain integrations across Support systems and adjacent platforms to ensure reliable data flow and operational continuity
• Create dashboards, reporting, and data visualizations that help Support leaders monitor performance and make informed decisions
• Evaluate and implement new tools, processes, and automations that strengthen Support operations and reduce manual work
• Partner with internal teams and vendors to troubleshoot issues, maintain documentation, and build for scale
• Lead independent projects, such as launching new AI automation frameworks or implementing new data collection points, with minimal oversight
• Drive automation and AI innovation, actively seeking out process optimization by leveraging existing AI and automation tools, or independently building new solutions to eliminate manual workflows and elevate team efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed