Point C is a National third-party administrator (TPA) with local market presence that delivers customized self-funded benefit programs. Our commitment and partnership means thinking beyond the typical solutions in the market – to do more for clients – and take them beyond the standard “Point A to Point B.” We have researched the most effective cost containment strategies and are driving down the cost of plans with innovative solutions such as, network and payment integrity, pharmacy benefits and care management. There are many companies with a mission. We are a mission with a company.
The Zendesk Product Owner - Configuration Administrator will lead the configuration, administration, and ongoing optimization of Point C’s Zendesk platform as we roll it out enterprise-wide. This role owns the Zendesk roadmap from the ground up - building out the system, partnering with business teams to translate operational needs into platform enhancements, and ensuring Zendesk delivers measurable value across Claims, Client Services, Account Management, and beyond. The right person is hands-on, forward-thinking, and comfortable owning a platform, not just maintaining it.
Primary Responsibilities:
- Own the Zendesk platform roadmap end-to-end; from initial configuration through future enhancements and builds, prioritizing improvements that align with business needs and stakeholder goals
- Lead the configuration and administration of Zendesk, including fields, workflows, views, triggers, automations, dashboards, and reporting
- Leverage AI capabilities within Zendesk to enhance ticket routing, automate workflows, and improve overall operational efficiency
- Gather requirements from business stakeholders, translate them into functional enhancements within the platform, and manage the backlog of system improvements
- Proactively identify opportunities to improve Zendesk workflows, UI, and usability and proposing solutions
- Partner with Claims, Client Services, Account Management, and IT teams as primary stakeholders, gathering sign-offs and ensuring Zendesk configuration meets the needs of each user group
- Support a multi-phase enterprise rollout of Zendesk, coordinating with IT as the platform transitions and expands organization-wide
- Manage user roles, permissions, access controls, and data integrity, ensuring governance standards are maintained as the platform scales
- Support integrations between Zendesk and internal systems; coordinate testing and deployment of system updates and new builds
- Communicate roadmap priorities, system updates, and change management needs to stakeholders at all levels, including leadership sign-off and team-level rollout support
- Manage vendor relationships and support cost management and augmentation decisions related to Zendesk
- Partner with the training and management team to create documentation, lead onboarding sessions, and promote b