Director, Automation Operations

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS.
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How you can make a difference

The Director, Automation Operations is responsible for establishing and leading the Automated Operations capability within Member Services. This role serves as the operational owner of deployed AI support experiences, low/no-code support automation, and team member productivity solutions. As Health Equity transitions to an AI-first support model, this leader oversees the ongoing health, performance, accuracy, and continuous improvement of AI-powered support experiences while developing internal capability to build, maintain, and optimize automation solutions that improve member experience and operational efficiency.

The Director partners closely with Member Services Strategic Programs, Human Support Operations, Product, Engineering, Digital Experience, Operations Excellence, and Operational Analytics to ensure AI and automation capabilities achieve measurable business outcomes and improve the support experience for both members and internal team members.

What you’ll be doing

• Own operational performance of deployed Member Services AI support experiences.
• Monitor AI agent health, containment, resolution quality, escalation accuracy, repeat contact impact, and member outcomes
• Establish operational rhythms for AI performance inspection, defect review, prioritization, and improvement.
• Create and manage improvement backlogs for AI agents and automated support workflows.
• Analyze conversational data, escalation trends, and frontline feedback to identify optimization opportunities.
• Lead the development, deployment, and optimization of low/no-code support automation solutions for Member Services.
• Build automation capabilities that improve team member productivity, reduce manual work, and streamline service delivery.
• Establish governance, release management, testing, documentation, and quality standards for Member Services ownedautomations.
• Develop reusable automation patterns, operating standards, and implementation playbooks
• Partner with Human Support Operations to improve AI-to-human handoffs, escalation logic, and exception routing.
• Ensure automation experiences prepare human teams for complex, highly regulated, high-value, or sensitive member interactions.
• Improve agent experience through team member-facing automation, agent assist capabilities, workflow simplification, and support tooling.
• Build a scalable Automated Operations capability inside Member Services.
• Develop role profiles, skill paths, qualification standards, and training plans for future automated operations contributors.
• Mentor team members in low/no-code development, AI agent optimization, automation testing, and operational governance.
• Reduce dependence on external technical resources where appropriate while maintaining alignment to enterprise technology standards.
• Lead Automated Operations analysts, automation specialists, or other assigned team members.
• Develop a culture of innovation, experimentation, accountability, and continuous improvement.
• Establish performance management, coaching, and development practices for the function.
• Build strong collaboration across business, technical, and operational teams.
• Partner with Member Services Strategic Programs on launch readiness, automation requirements, and support design requirements.
• Translate business and member experience requirements into technical operational solutions and prioritized improvement work.
• Influence roadmap decisions using operational data, member experience insights, and support performance outcomes.
• Support enterprise AI and automation initiatives impacting Member Services.
• Other duties as assigned.

What you will need to be…