Director of Automation Operations

About the company

• Position listed on behalf of a partner company managing applications and next steps
• Remote leadership opportunity with moderate travel in a regulated healthcare environment

Responsibilities

• Monitor AI agent health, containment rates, resolution quality, escalation accuracy, and member outcomes
• Establish performance reviews, defect management, prioritization frameworks, and improvement backlogs
• Direct design, deployment, and optimization of low-code and no-code solutions
• Define standards for testing, documentation, quality assurance, release management, and maintenance
• Optimize AI-to-human handoffs, escalation logic, and exception routing
• Introduce agent-assist capabilities and productivity tools
• Develop role profiles, skill pathways, training plans, and implementation playbooks
• Manage and develop automation analysts and specialists
• Collaborate with Strategic Programs, Product, Engineering, Digital Experience, Operations Excellence, and Operational Analytics
• Translate member experience and operational requirements into technical solutions
• Use operational data and conversational analytics to guide roadmap decisions

Requirements

• Bachelor's degree in Business, Information Systems, Operations Management, Computer Science, or related discipline preferred
• At least 7 years leadership experience in customer operations, automated operations, support automation, or contact center technology
• Demonstrated experience with AI-enabled customer support, workflow automation, or digital-first service models
• Experience leading transformation initiatives in complex operational environments
• Experience with low-code and no-code solutions preferred
• Strong understanding of support operations, contact center processes, and KPIs
• Familiarity with conversational AI, virtual assistants, agent-assist tools, and knowledge management systems
• Strong analytical thinking and operational problem-solving
• Strong communication, collaboration, and influencing skills