Director, Automation Operations

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.

The ideal candidate combines strong leadership experience in customer support operations with hands-on knowledge of AI-enabled service delivery, workflow automation, and operational transformation. You should be comfortable translating complex business requirements into practical technical solutions and influencing stakeholders across business and technology teams.

• • Annual salary: $144,000–$191,000, with the final offer determined by job-related knowledge, education, skills, experience, and work location.

  • Performance incentives: Eligibility for performance-based incentives as part of the total compensation package.

  • Health coverage: Medical, dental, and vision insurance.

  • Health and dependent care accounts: Health Savings Account (HSA) contributions and matching, plus dependent care Flexible Spending Account (FSA) matching.

  • Paid time off: At least 18 days of annual paid time off for full-time team members.

  • Paid holidays: 13 paid holidays per year.

  • Parental leave: Paid parental leave to support eligible team members and their families.

  • Retirement savings: 401(k) plan with employer matching.

  • Financial wellness: Personal and healthcare financial literacy programs.

  • Professional development: Ongoing education opportunities and tuition assistance.

  • Wellness benefits: Gym and fitness reimbursement, along with wellness program incentives.

  • Remote flexibility: Remote work arrangement, with an in-person onboarding component at the company's headquarters in Utah.

  • Onboarding travel support: Required travel and accommodation expenses for the designated onboarding experience are covered.

  • Reasonable accommodations: Support is available for eligible team members who require workplace accommodations.