Head of Operations Management (m/w/d)

At EliseAI, we're improving the industries that matter most: housing and healthcare. Everyone needs a place to live and access to quality healthcare, yet both are often harder to secure than they should be.

Housing : Healthcare : We make it easy to schedule appointments, complete intake forms, and we help patients communicate with providers, so everyone can focus on health instead of paperwork.

We recently raised a $250 million Series E round led by Andreessen Horowitz to accelerate this mission.

We're hiring a CX Operations Manager to design, optimize, and scale the systems and processes that power our customer support experience. You'll act as the operational partner to Support and Product leaders, owning workflows, tooling, reporting, and AI-driven support capabilities while continuously improving how customer issues flow from intake to resolution.

As our Zendesk administrator and CX tooling expert, you'll be the technical backbone that enables our support team to scale efficiently while maintaining a high-quality, consistent customer experience during a critical growth phase.

Zendesk Administration & Workflow Design

Own and administer Zendesk across Support, Guide, Explore, and AI features

Design ticket workflows including intake, routing, prioritization, escalations, triggers, automations, SLAs, views, macros, and custom fields

Configure agent roles, permissions, and queue structures; serve as Zendesk subject‑matter expert

Evaluate and implement AI‑powered CX tools (bots, auto‑triage, suggested replies, deflection)

Strategic Operations

Translate product changes into scalable support processes and document workflows for scale

Manage Help Center structure, content workflows, and integrations with adjacent systems

3+ years of experience with Zendesk in a B2B environment - Deep expertise across Support, Guide, Explore, and administration

Strategic executor - Balance hands‑on work with proactive recommendations

Willingness to work in person at our office 4‑5 days a week

It's not often that you can get in on the ground floor of a funded (unicorn!) That means that instead of following a playbook, you'll be writing it. Equity in the company in the form of stock options

Medical, Dental and Vision premiums covered at 100%

A collaborative in‑office environment with an open floor plan, fully stocked kitchen, and company‑paid lunch

Unlimited vacation and paid holidays

We'll cover relocation packages and make the move exciting, not painful!

EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at View email address on click.appcast.io.