Technical Operations Lead
Hello Heart
IT, Operations
United States · Remote
USD 90k-110k / year
About Hello Heart:
Hello Heart is a fast-growing, mission-driven, AI-native company transforming how heart health is managed. Our vision is simple but ambitious: to make heart attacks and strokes a thing of the past.
We do this by focusing exclusively on heart health, tackling the world’s leading cause of death and the single largest cost driver in U.S. healthcare. Built on one of the largest and fastest-growing datasets in heart health, our AI-powered platform combines a seamless at-home experience with connected devices, real-time risk detection, and personalized interventions that help people understand their risk earlier and take action sooner.
The result is a solution that delivers twice the clinical impact of traditional approaches, along with measurable cost savings for employers and health plans. Today, Hello Heart is the official cardiac prevention program for 80% of large U.S. health plans, is recognized as best-in-class by the American Heart Association, and was named one of Fast Company’s 2026 Most Innovative Companies.
As an AI-first company, we expect employees across functions to be AI fluent and to use AI in thoughtful, practical, and responsible ways. We’re looking for people who are excited to apply AI in their work and help build the future of heart health.
About the Role
We are looking for a Technical Operations Lead to own and scale the systems, automations, and reporting that power our Support organization. Reporting into our Director of Technical Operations, you will lead administration of Zendesk and other core tools, improve automated deflection workflows, develop AI agents, and build the reporting infrastructure that helps the team operate more effectively. This is an individual contributor role for a builder who can take a complex idea from concept to execution and create scalable, automated solutions with minimal oversight.
Responsibilities
- Own and optimize Zendesk and other core Support systems, including day-to-day administration, configuration, and ongoing improvements
- Manage AI-based deflection tools and related workflows to improve efficiency and the member support experience
- Build and maintain integrations across Support systems and adjacent platforms to ensure reliable data flow and operational continuity
- Create dashboards, reporting, and data visualizations that help Support leaders monitor performance and make informed decisions
- Evaluate and implement new tools, processes, and automations that strengthen Support operations and reduce manual work
- Partner with internal teams and vendors to troubleshoot issues, maintain documentation, and build for scale
- Lead independent projects, such as launching new AI automation frameworks or implementing new data collection points, with minimal oversight
- Drive automation and AI innovation, actively seeking out process optimization by leveraging existing AI and automation tools, or independently building new solutions to eliminate manual workflows and elevate team efficiency.
Qualifications
- A proven track record and genuine interest in leveraging AI tools for problem-solving and process improvement.
- 5+ years of experience in technical operations, support operations, business systems, or systems administration
- Experience serving as the primary administrator for a support ticketing platform, with Zendesk strongly preferred
- Experience implementing new tools and integrating multiple systems in a fast-paced environment
- Strong experience with systems administration, workflow automation, troubleshooting, and process improvement
- Experience building reporting and working with data visualization tools like Tableau and Snowflake
- Strong communication and documentation skills, with the ability to work effectively across teams and manage work independently
Tech stack: Zendesk, Forethought, Twilio, Medallia, Gemini, Claude Code, Google Sheets (Apps Script, complex pivot tables, data visualization)
The US base salary range for this full-time position is $90,000 to $110,000. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the salary only, and do not include equity or benefits.
Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.