Director, AI Enablement

Director, AI Enablement

Job Location s: US-Remote

The Director, AI Enablement is accountable for how AI is strategically applied across the customer experience to deliver measurable business and customer outcomes. This role ensures AI investments are grounded in real customer pain points, embedded into priority journeys, and scaled responsibly to improve experience, resolution, and operational efficiency. Success is defined by what changes for customers and the business, not by pilots, tools, or experimentation.

• Own the enterprise strategy for applying AI through the customer experience, aligned to priority journeys and business outcomes
• Identify and prioritize AI use cases based on Voice of Customer insights, journey analytics, contact drivers, and business impact
• Ensure AI is used to reduce friction, increase clarity, and improve customer confidence, not simply to automate tasks
• Partner hands‑on with data science, engineering, product, and operations teams to shape AI use cases from concept through scaled deployment
• Guide solution design to ensure models are operationally viable in live CX environments
• Ensure AI capabilities are embedded into the CX operating model and AI solutions are explainable, trustworthy, and responsibly deployed
• Manage and carry out personnel actions for direct reports, including hiring, scheduling, training, evaluating, coaching, performance management, compensation recommendations, and corrective action as appropriate
• Accountable for measurable CX and operational results and continuously validate impact
• Influence senior stakeholders across CX, Product, Technology, and Operations without direct ownership

• Bachelor's degree required; technical, analytics, or data‑driven background preferred
• 12+ years of related experience in AI, advanced analytics, CX technology, or digital enablement
• Direct ownership of AI‑driven CX decisioning systems, including model orchestration, guardrails, escalation logic, and performance monitoring
• Hands‑on experience applying AI/ML in CX contexts (e.g., NLP, automation, predictive analytics, including autonomous or semi‑autonomous customer actions with defined human‑in‑the‑loop controls)
• Experience establishing AI governance for CX use cases, including explainability, risk management, compliance, and lifecycle ownership
• Close partnership with Contact Center Capabilities, Product, CX platform and data strategy teams to embed AI capabilities directly into CX systems of insight and action
• Proven ability to translate technical outputs into customer experience and business results
• Strong cross‑functional leadership, influence, and delivery skills in complex environments

$144,000 to $191,000 per year

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

This is a remote role, with an in‑person onboarding training component. New team members must participate in Trailhead, Health Equity's immersive onboarding experience. Trailhead is held onsite at our headquarters once per quarter and Health Equity covers all required travel and accommodations. The role may begin with a virtual, self‑paced onboarding experience followed by a mandatory onsite Trailhead session. Health Equity is committed to providing reasonable accommodations to team members with qualifying disabilities.

Health Equity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity - you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics.

Health Equity is a drug‑free workplace. For more information about our EEO policy, or about Health Equity's applicant disability accommodation, drug‑free‑workplace, background check, and E‑Verify policies, please visit our Careers page.