Automation Ops Specialist

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How you can make a difference

The Support Operations Specialist, AI Agent Management supports the buildout and ongoing operation of Member Services Automated Operations. This hands-on individual contributor role sits at the intersection of conversation design, support automation, and Member Services operations. The role shapes how Health Equity’s AI support agents communicate with members, structure interactions, detect intent, route issues, and hand off to human support while also helping build the operational workflows, integrations, guardrails, and monitoring needed for AI agents to safely resolve issues end-to-end.

The role executes on the AI support optimization roadmap by configuring agent behaviors, improving prompts and knowledge, testing workflows, identifying automation opportunities, documenting standards, and tracking production performance against containment, resolution, escalation, quality, and member experience outcomes.

• Reports to the Director, Automated Member Support Operations.
• Partners with Member Services leaders, Human Support Operations, Strategic Programs, Product, Engineering, Digital Experience, Operations Excellence, Workforce / Operational Analytics, Quality, Training, Compliance, and other support partners.
• Role may be performed remotely or in a hybrid setting based on business needs and company policy.

• Monitor deployed Member Services AI support experiences in production using containment, automation rate, resolution rate, escalation patterns, transfer accuracy, repeat contact impact, sentiment, quality outcomes, and member experience trends.
• Design, tune, and test conversation flows, triage logic, prompts, knowledge content, detection attributes, guidance rules, tone, structure, and handoff behaviors across high-volume and high-impact support use cases.
• Create and maintain AI optimization backlogs, including defect tracking, improvement hypotheses, testing notes, release documentation, and expected business impact.
• Configure AI agent behaviors and workflow logic so automated experiences can safely take action, route cases, collect required context, surface relevant account or issue details, and elevate exceptions to the right human support path.
• Analyze conversational data, frontline feedback, escalations, and support outcomes to identify opportunities to improve accuracy, resolution quality, and efficiency.
• Partner with leaders and technical teams to prioritize improvements that increase automation effectiveness while maintaining compliance, quality, and member trust.

• Identify manual workflows, operational pain points, and teammate experience opportunities where AI agent action-taking, workflow automation, or lightweight tooling can improve speed, accuracy, consistency, or productivity.
• Design, build, test, troubleshoot, and support low/no-code tools, internal automations, AI agent workflows, and operational aids for Member Services users.
• Document build standards, user instructions, support processes, access requirements, and operational controls for tools owned or maintained by Automated Operations.
• Support integrations between AI support experiences and approved internal systems or vendor platforms so agents can retrieve information, trigger defined actions, support status awareness, and reduce manual handling when appropriate.
• Design guardrails, validation logic, exception handling, and escalation paths for automated workflows that affect member outcomes, account servicing, or operational decisioning.
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