Product Owner – Configuration Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the Zendesk platform roadmap from start to finish, including initial setup and future upgrades, focusing on improvements that meet business objectives and stakeholder expectations.

• Oversee the configuration and administration of Zendesk, covering fields, workflows, views, triggers, automations, dashboards, and reporting functionalities.

• Utilize AI features within Zendesk to enhance ticket routing, automate processes, and boost overall operational productivity.

• Collect requirements from business stakeholders, convert them into functional enhancements on the platform, and manage the backlog of system upgrades.

• Actively seek out opportunities to enhance Zendesk workflows, user interface, and overall usability, while proposing effective solutions.

• Collaborate with Claims, Client Services, Account Management, and IT teams as primary stakeholders, securing approvals and ensuring the Zendesk configuration aligns with the needs of each user group.

• Facilitate a multi-phase enterprise rollout of Zendesk, coordinating with IT during the platform's transition and expansion across the organization.

• Oversee user roles, permissions, access controls, and data integrity, ensuring governance standards are upheld as the platform grows.

• Assist with integrations between Zendesk and internal systems; coordinate the testing and deployment of system updates and new builds.

• Convey roadmap priorities, system updates, and change management requirements to stakeholders at all levels, including securing leadership approvals and providing team-level rollout support.

• Manage vendor relationships and assist in cost management and augmentation decisions related to Zendesk.

• Collaborate with the training and management team to develop documentation, lead onboarding sessions, and advocate best practices across all user groups.

• Offer ongoing end-user support and troubleshooting, serving as the internal expert for Zendesk throughout the organization.

⛳️ Requirements

• Bachelor’s degree in Business, Information Systems, Technology, or a related field (or equivalent professional experience).

• 2–4+ years of experience in CRM administration or product ownership.

• Practical configuration experience in a CRM platform such as Zendesk (preferred), Salesforce Service Cloud, Freshdesk, HubSpot Service Hub, etc.

• Knowledge of project management methodologies (Agile preferred) and familiarity with tools like Jira.

• Strong analytical abilities and documentation skills.

• Experience in managing stakeholder requirements effectively.

• Proficient in advanced Excel or reporting techniques.

🏝️ Benefits

• Comprehensive medical, dental, vision, and life insurance coverage.

• 401(k) retirement plan with employer matching contributions.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).

• Paid time off (PTO) and disability leave.

• Employee Assistance Program (EAP).