Technical Operations Manager

2 days ago Be among the first 25 applicants

This range is provided by Clipboard. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$/yr - $/yr

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app‑based marketplace that connects workplaces and professionals, allowing professionals to book on‑demand shifts and workplaces to access on‑demand talent.

Clipboard is a fast‑growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc). We are a YC Top Company with a global, remote team of 700+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year.

We are looking for your help to keep growing so we can serve more professionals and workplaces. To learn more about us, take a look at our website here.

Our Operations department is hiring a highly autonomous and results‑oriented Technical Operations Manager to lead the team responsible for our core Zendesk ecosystem and its associated technical integrations. This is a critical leadership role requiring deep Zendesk expertise combined with strong technical literacy and the ability to drive performance in a fast‑paced, dynamic environment. You will own the operational health, performance, and reliability of our Zendesk platform and its interconnected systems (including AWS Connect telephony, custom applications hosted on AWS, and various integrations).

You will manage a globally‑distributed hybrid team of Zendesk Administrators and technical developers, translating business requirements into robust, scalable, and high‑quality technical solutions. In a culture that values autonomy and impact, you will be empowered to set standards, drive improvements, and build a best‑in‑class operational technology function centered around our core support CRM.

• Own the Zendesk Ecosystem:
  Lead the administration, configuration, ongoing optimization, and operational roadmap of our Zendesk instance.
• Manage Global Technical Team:
  Lead, mentor, and manage performance for a team comprising Zendesk Administrators and developers responsible for custom applications and integrations. Foster a culture of high performance, quality, and operational excellence.
• Oversee Integrations & Custom Apps:
  Provide strong oversight for vendor integrations (e.g. AWS telephony), custom applications hosted on AWS (monitoring deployment, reliability, bug rates), and other integrations (e.g., Zapier, microservices), ensuring they function reliably and securely within the Zendesk ecosystem.
• Translate Business Needs:
  Partner closely with stakeholders across Worker Operations, Support, and other teams to deeply understand business requirements, challenge assumptions, define clear technical specifications, and prioritize initiatives.
• Drive Performance & Reliability:
  Establish and monitor key performance indicators (KPIs) for system uptime, bug resolution times, routing accuracy, custom application reliability, and development lifecycle efficiency. Drive continuous improvement initiatives.
• Ensure Quality & Speed:
  Implement and manage processes for change management, incident management, quality assurance, and efficient deployment cycles for both Zendesk configurations and custom development work.
• Set Standards & Operate Autonomously:
  Define operational standards, best practices, and roadmaps for the Tech Ops function within a highly autonomous environment. Demonstrate toughness and resilience in driving priorities and enforcing standards.
• Vendor Management:
  Oversee relationships with key technology vendors (Zendesk, etc.).

• Toughness & Resilience:
  Ability to make decisive calls, enforce standards, push back respectfully, and maintain focus under pressure…