Director, Automation Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Automation Operations based in the United States. The Director, Automation Operations will lead the development and operational management of AI-powered support experiences and automation solutions within Member Services. This role is central to advancing an AI-first support model that enhances member experiences, improves service quality, and increases operational efficiency. You will oversee the performance, accuracy, and continuous improvement of conversational AI, automated workflows, and team member productivity tools. Working closely with Product, Engineering, Digital Experience, and Operations teams, you will translate business needs into scalable technical solutions. You will also establish governance standards, performance monitoring practices, and improvement processes to ensure automation delivers measurable results. As a people leader, you will develop internal expertise, mentor automation professionals, and foster a culture of innovation and accountability. This is a remote leadership opportunity with moderate travel, offering the chance to shape the future of digital customer support in a regulated healthcare environment.

As Director, Automation Operations, you will own the performance and evolution of automated support capabilities, ensuring they meet operational standards while delivering meaningful improvements for members and internal teams. Oversee AI support performance: Monitor AI agent health, containment rates, resolution quality, escalation accuracy, repeat contact trends, and member outcomes. Drive continuous improvement: Establish regular performance reviews, defect management processes, prioritization frameworks, and improvement backlogs for AI agents and automated workflows. Lead automation development: Direct the design, deployment, and optimization of low-code and no-code solutions that reduce manual work, streamline service delivery, and improve team productivity. Establish operational governance: Define standards for testing, documentation, quality assurance, release management, and ongoing maintenance of Member Services automation solutions. Improve AI-to-human collaboration: Partner with Human Support Operations to optimize handoffs, escalation logic, exception routing, and workflows for sensitive or complex member interactions. Enhance team member experiences: Introduce agent-assist capabilities, productivity tools, workflow simplification, and other solutions that help frontline teams resolve issues effectively. Build scalable capabilities: Develop role profiles, skill pathways, qualification standards, training plans, reusable automation patterns, and implementation playbooks. Lead and develop talent: Manage automation analysts, specialists, and other assigned team members while establishing effective coaching, performance management, and professional development practices. Strengthen cross-functional partnerships: Collaborate with Strategic Programs, Product, Engineering, Digital Experience, Operations Excellence, and Operational Analytics to align automation initiatives with business priorities. Translate business needs into solutions: Convert member experience and operational requirements into technical solutions, prioritized initiatives, and actionable improvement plans. Influence strategic roadmaps: Use operational data, conversational analytics, frontline feedback, and service performance insights to guide investment and roadmap decisions. Support enterprise initiatives: Contribute to broader AI and automation programs affecting Member Services while reducing reliance on external technical resources where appropriate. Promote innovation and accountability: Encourage experimentation, continuous learning, operational ownership, and measurable outcomes across the function. Perform additional duties as assigned. Requirements: The ideal candidate combines strong leadership experience in customer support operations with hands-on knowledge of AI-enabled service delivery, workflow automation, and operational transformation. You should be comfortable translating complex business requirements into practical technical solutions and influencing stakeholders across business and technology teams. Education: A bachelor’s degree in Business, Information Systems, Operations Management, Computer Science, or a related discipline is preferred. Leadership experience: At least 7 years of leadership experience in customer operations, automated operations, support automation, contact center technology, or a related field. AI and automation expertise: Demonstrated experience with AI-enabled customer support, workflow automation, support automation, or digital-first service models. Operational transformation: Experience leading transformation initiatives in complex operational environments and improving service delivery through technology. Low-code and no-code development: Experience building, managing, or governing low-code and no-code solutions is preferred. Customer support knowledge: Strong understanding of support operations, contact center processes, service quality, and key performance metrics. Conversational AI experience: Familiarity with conversational AI, virtual assistants, agent-assist tools, knowledge management systems, and automated support workflows. Analytical capabilities: Strong analytical thinking, operational problem-solving, and the ability to use performance data to identify and prioritize improvements. Technical and business translation: Ability to convert business requirements and member experience needs into scalable operational and technical solutions. Stakeholder management: Strong communication, collaboration, and influencing skills across Product, Engineering, Operations, and Digital Experience teams. Governance and compliance: Understanding of quality assurance, risk management, compliance, and governance requirements in regulated customer support environments is preferred. People development: Ability to mentor team members, establish capability-building programs, and create a culture of continuous improvement. Remote work readiness: Ability to maintain a secure and stable remote working environment, protect confidential member information, and participate in virtual meetings in accordance with workplace requirements. Physical and work environment requirements: Ability, with or without reasonable accommodation, to use telephone or headset equipment and standard office tools, work at a computer for 6–8 or more hours per day, communicate effectively, manage frequent interruptions and periods of elevated workload, and lift or move materials weighing up to 20 pounds. Travel: Willingness to travel approximately 20–30% as required. Benefits: Annual salary: $144,000–$191,000, with the final offer determined by job-related knowledge, education, skills, experience, and work location. Performance incentives: Eligibility for performance-based incentives as part of the total compensation package. Health coverage: Medical, dental, and vision insurance. Health and dependent care accounts: Health Savings Account (HSA) contributions and matching, plus dependent care Flexible Spending Account (FSA) matching. Paid time off: At least 18 days of annual paid time off for full-time team members. Paid holidays: 13 paid holidays per year. Parental leave: Paid parental leave to support eligible team members and their families. Retirement savings: 401(k) plan with employer matching. Financial wellness: Personal and healthcare financial literacy programs. Professional development: Ongoing education opportunities and tuition assistance. Wellness benefits: Gym and fitness reimbursement, along with wellness program incentives. Remote flexibility: Remote work arrangement, with an in-person onboarding component at the company's headquarters in Utah. Onboarding travel support: Required travel and accommodation expenses for the designated onboarding experience are covered. Reasonable accommodations: Support is available for eligible team members who require workplace accommodations.