Operations Manager, Midi Health
Customer Support
$125-130k
More information about location
Women’s midlife virtual healthcare clinic
Be an early applicant
Women’s midlife virtual healthcare clinic
201-500 employees
Be an early applicant
$125-130k
More information about location
201-500 employees
Company mission
To bring compassionate, high-quality medical care to women 35+.
Role
Who you are
- 5+ years Zendesk or similar customer support platforms; administration experience is a plus
- 5+ years proven experience in operations management, ideally within healthcare or customer support
- Experience rolling out AI tools within customer support workflows
- Strong analytical skills with a track record of using data and reporting to drive improvements
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams
- Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously
- Ability to adapt to changing priorities and thrive in a fast-paced environment
What the job involves
- We’re looking for an Operations Manager, Customer Support to help us scale our patient support infrastructure and ensure every interaction is seamless, empathetic, and efficient
- This role is ideal for a systems thinker and hands-on operator who knows how to make Zendesk sing, thrives on solving complex service challenges, and can balance frontline needs with back-end optimization.
- You’ll lead initiatives to streamline workflows, support patient experience improvements, and partner across clinical, product, and operations teams to implement high-impact changes
- Lead and oversee projects from inception through execution, ensuring timely milestone delivery by stakeholders and team members
- Collaborate with cross-functional teams to define project goals, scope, and deliverables, while keeping all stakeholders informed of progress and changes
- Oversee and manage performance metrics, identifying areas for improvement and celebrating team successes
- Conduct regular performance analyses to spot trends, assess success, and drive strategic adjustments to improve key performance indicators
- Tooling Administration: Configure and optimize Zendesk workflows, automations, triggers, macros, and reporting tools, including chatbot and AI workflows. Identify opportunities for self-service solutions to address common requests
- AI Implementation and Optimization: Partner with third-party vendors to implement and refine AI solutions that drive seamless, low-effort experiences for patients and internal teams. Continuously evaluate AI performance and identify opportunities to enhance automation, personalization, and efficiency
- Process Improvement: Identify and implement process optimizations within the patient support function to enhance overall efficiency and effectiveness
- Documentation: Maintain thorough documentation of project plans, processes, and system configurations to ensure smooth knowledge transfer and continuity
- Quality: Enhance training and development programs, and update internal and external help centers with best-in-class documentation
Application process
- Recruiter Screen (30 min)
- Hiring Manager Screen (30 min)
- Working session (1hr)
- Team interviews (2-3 hours)
- The application window closes 7PM EST on May 3rd, 2025
Our take
Women’s health is widely known to be an under-researched and undervalued sector of the global health market. There is considerable opportunity for companies and researchers to delve deeper. Focusing on menopause specifically is Midi Health, founded in 2021.
The female founders built an offering from telehealth visits and at-home testing to supplement delivery. The company really looks to support women through a trying phase, tailoring to individual needs rather than the age-old issue that the main healthcare system falls privy to of grouping all women in one.
A huge win for the company is that the program is supported by major insurance plans across 12 states in America - creating accessibility for the majority. With a large dose of funding, Midi Health continues to scale and expand its services to more states.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Apr 2024
$60m
SERIES B
Sep 2023
$25m
SERIES A
Total funding: $112.9m
Company HQ
Downtown Menlo Park, Menlo Park, CA
Leadership
Joanna Strober
(Co-Founder & CEO)Previously Founder and COO of Kurbo Health (acquired by WW in 2018), where they later became SVP. Co-author of Getting to 50/50.
Sharon Meers
(Co-Founder & COO)Co-founder and Advisor for The People. Previously, worked at Ebay first as Head of Sales and Business Development, and then as Head of Strategic Partnerships. Also Director of Capital Group | American Funds.
Jill Herzig
(Co-founder & Chief Branding Officer)A vast background in editing within the magazine industry. Went on to become Content Officer for January AI and Senior Director, Content Innovation at WW (formerly Weight Watchers).
Salary benchmarks
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