Automation Ops Specialist

HealthEquity•Remote,

1d•$92,000 - $117,000•Remote

About The Position

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. It shapes how HealthEquity’s AI support agents communicate with members, structure interactions, detect intent, route issues, and hand off to human support, while helping build the workflows, integrations, guardrails, and monitoring needed for agents to safely resolve issues end-to-end. The role executes 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. It reports to the Director, Automated Member Support Operations and partners with Member Services and cross-functional business and technical teams. The position is remote, with an in-person onboarding component at company headquarters once per quarter; required travel and accommodations for that onboarding are covered by HealthEquity.

Requirements

At least 3 years of experience in support operations, customer operations, automated operations, support engineering, chatbot or AI agent configuration, digital support, workflow automation, quality, training, process improvement, or related functions.
Demonstrated ability to analyze operational problems, document workflows, test solutions, and drive practical improvements.
Hands-on experience configuring AI agents, chatbots, automation tools, support workflows, or low/no-code tooling.
Ability to translate frontline operational knowledge into AI agent improvement opportunities, automation requirements, and testable solutions.
Fluency using low/no-code development tools, prompt/workflow configuration, reporting tools, and operational systems.
Strong analytical, problem-solving, documentation, and communication skills.
Ability to work across business and technical teams, manage ambiguity, and deliver measurable outcomes through iterative improvement.
Sound judgment regarding member experience, operational risk, compliance, privacy, and data handling expectations.
Ability to use telephone, headset, keyboard, and standard office equipment, and to work at a computer station for extended periods in an environment with frequent interruptions, with or without reasonable accommodation.
Normal range of hearing, vision, and verbal communication skills, with or without reasonable accommodation.

Nice To Haves

Bachelor’s degree in Business, Information Systems, Operations Management, Computer Science, or a related discipline; equivalent experience may be considered.
Experience with platforms such as Intercom, Zendesk, Salesforce, contact center AI platforms, workflow builders, or similar tools.
Experience designing conversation flows, prompts, tone, structure, intent detection, categorization logic, or AI-to-human handoff experiences.
Experience with integrations, APIs, workflow builders, system configuration, or technical implementation partners.
Experience in regulated, compliance-focused, or quality-sensitive support environments.

Responsibilities

Monitor production AI support experiences using measures such as containment, automation and resolution rates, 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.
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 to take safe actions, route cases, collect context, surface relevant information, and escalate exceptions to appropriate human support.
Analyze conversational data, frontline feedback, escalations, and support outcomes to identify improvements in 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 and operational pain points where AI actions, 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 Automated Operations tools.
Support integrations between AI support experiences and approved internal systems or vendor platforms.
Design guardrails, validation logic, exception handling, and escalation paths for automated workflows that affect member outcomes, account servicing, or operational decisions.
Support automation pilots and launches, including training, feedback collection, adoption tracking, and post-launch improvement planning.
Maintain awareness of enterprise technology standards, security requirements, data handling expectations, and change management practices.
Follow governance practices for testing, documentation, user acceptance, safe execution, release readiness, defect management, auditability, exception handling, and production support.
Participate in inspection rhythms for AI agent performance, automation outcomes, workflow reliability, incident trends, and operational risks.
Escalate issues requiring Product, Engineering, Compliance, Privacy, Security, or operational leadership review.
Translate operational requirements into user stories, acceptance criteria, process maps, test cases, and prioritized improvement work.
Help ensure AI and automation experiences are understandable, measurable, supportable, and aligned with Member Services operating expectations.
Contribute to Automated Operations playbooks, templates, standards, and training materials.
Share practical knowledge with Member Services team members learning low/no-code development, AI agent optimization, automation testing, and operational governance.
Support short-term assignments, pilots, and capability-building efforts that convert Member Services domain expertise into scalable automated operations capacity.
Stay current on AI support technology, internal tools, workflow automation capabilities, and use cases relevant to Member Services.