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.