Senior Technical Product Manager (Zendesk)

Job Description

Job Description

As a Senior Technical Product Manager you will be a key member of the team responsible for the product roadmap, execution, oversight, development, and management of Aledade’s Zendesk platform. This role involves crafting and executing the long-term vision for Aledade’s implementation of Zendesk, collecting feedback and gathering requirements from strategic stakeholders and business owners, and serving as the interface with tech and analytics partners to deliver high-quality solutions with the ability to scale.  The Technical Product Manager is responsible for ensuring that the platform aligns with Aledade’s business objectives, while using extensive Zendesk knowledge and best practices to enhance our internal and external user experience and drive business value.

Primary Duties

• Partner with business owners to cultivate a shared vision for Aledade’s Zendesk ecosystem, develop alignment on constraints, priorities and ideal end state, and be able to articulate and advocate for this perspective.
• Ongoing optimization of live user workflows and capabilities including monitoring of key metrics & user feedback
• Work with internal teams and end users to develop a deep understanding of requirements, perform thoughtful solution design, use data to test hypotheses, and support teams throughout execution.
• Write detailed user stories for new features, capturing detailed descriptions of business rationale, requirements, and success criteria that are defined by measurable outcomes.
• Develop short- and long-term roadmaps that deliver maximum value with minimum risk and assume ongoing iteration.

Minimum Qualifications

Preferred KSA’s

Physical Requirements

Who We Are :

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members :

Flexible work schedules and the ability to work remotely are available for many roles

Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners

Robust time-off plan (21 days of PTO in your first year)

Two paid volunteer days and 11 paid holidays

12 weeks paid parental leave for all new parents

Six weeks paid sabbatical after six years of service

Educational Assistant Program and Clinical Employee Reimbursement Program

401(k) with up to 4% match

Stock options

And much more!

At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

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