Director , Ai Support Transformation (ServiceNow)
About The Position
Altera Digital Health is seeking a transformative leader to guide the enterprise-wide evolution of support operations using AI, automation, and the ServiceNow platform. The Director will redesign support delivery to improve case resolution, customer experience, and operational efficiency, while leading an established ServiceNow team and guiding the strategy and roadmap for bringing AI capabilities from concept to production. This is a remote position based in the US. The role is performed in a standard office environment or remotely during a standard work week, with occasional after-hours support as needed to meet business goals. Up to 10% travel may be required. The stated salary range is $130,000–$150,000.
Requirements
- Demonstrated success leading large-scale service management, IT service delivery, or operational transformation programs.
- Experience guiding a major enterprise platform, including its roadmap, operations, governance, and adoption.
- Strong understanding of support workflows, case management, knowledge management, and service metrics.
- Proven ability to lead and inspire established technical and operational teams.
- Excellent ability to influence and collaborate with leaders across decentralized business units.
- Strategic mindset and ability to turn broad objectives into measurable outcomes.
Nice To Haves
- Direct leadership or implementation experience with the ServiceNow platform, especially Now Assist, Virtual Agent, or AI Search.
- Experience designing AI-assisted or autonomous operational workflows.
- Background in healthcare technology, enterprise software, or another regulated industry.
- Experience managing vendors, platform budgets, and cross-functional governance.
- Familiarity with privacy, security, and human-oversight requirements for production AI.
Responsibilities
- Develop and execute the enterprise roadmap for AI-assisted and automated customer support.
- Guide ServiceNow platform strategy, including operations, upgrades, integrations, and reporting, to ensure stability and business value.
- Partner with leaders across the company to translate business challenges into shared, scalable platform solutions.
- Redesign support workflows to incorporate AI for triage, knowledge retrieval, and resolution recommendations.
- Champion adoption of new tools and processes, focusing the team on measurable outcomes.
- Establish governance and quality standards for the support knowledge base to improve linkage between cases, resolutions, and knowledge articles.
- Lead the established ServiceNow team.
Benefits
- Competitive compensation and benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
