Director, Automation Operations

HealthEquity•Remote,

2d•$144,000 - $191,000•Remote

About The Position

The Director, Automation Operations establishes and leads the Automated Operations capability within Member Services. The role owns the operational health, performance, accuracy, and continuous improvement of deployed AI support experiences, low/no-code support automation, and team member productivity solutions as HealthEquity transitions to an AI-first support model. This leader builds internal capability to develop, maintain, and optimize automation that improves member experience and operational efficiency. The Director partners with Member Services Strategic Programs, Human Support Operations, Product, Engineering, Digital Experience, Operations Excellence, and Operational Analytics to deliver measurable business outcomes and improve support experiences for members and team members. The position also leads assigned Automated Operations staff and develops the function’s standards, skills, governance, and operating practices.

Requirements

At least 7 years of leadership experience in customer operations, automated operations, support automation, contact center technology, or related fields.
Demonstrated experience with AI-enabled customer support, support automation, workflow automation, or digital-first service models.
Experience leading operational transformation initiatives in a complex environment.
Deep understanding of customer support operations and support performance metrics.
Experience with conversational AI, virtual assistants, agent assist, knowledge systems, and support automation.
Strong analytical and operational problem-solving skills.
Ability to translate business requirements into technical operational solutions.
Strong stakeholder management and influencing capability across Product, Engineering, Operations, and Digital Experience.
Ability to meet the physical and mental requirements of the role, with or without reasonable accommodation, including prolonged phone use, computer work for 6–8 or more hours per day, working amid frequent interruptions, and lifting and moving materials up to 20 pounds.
Ability to maintain a secure and stable work environment and safeguard client information.

Nice To Haves

Bachelor’s degree in Business, Information Systems, Operations Management, Computer Science, or a related discipline.
Experience building or governing low/no-code solutions.
Understanding of compliance, quality, and governance needs in regulated support environments.

Responsibilities

Own the operational performance of deployed Member Services AI support experiences.
Monitor AI agent health, containment, resolution quality, escalation accuracy, repeat-contact impact, and member outcomes.
Establish operational rhythms for AI performance inspection, defect review, prioritization, and improvement.
Create and manage improvement backlogs for AI agents and automated support workflows.
Analyze conversational data, escalation trends, and frontline feedback to identify optimization opportunities.
Lead the development, deployment, and optimization of low/no-code support automation solutions for Member Services.
Build automation capabilities that improve team member productivity, reduce manual work, and streamline service delivery.
Establish governance, release management, testing, documentation, and quality standards for Member Services-owned automations.
Develop reusable automation patterns, operating standards, and implementation playbooks.
Partner with Human Support Operations to improve AI-to-human handoffs, escalation logic, and exception routing.
Ensure automation experiences prepare human teams for complex, highly regulated, high-value, or sensitive member interactions.
Improve agent experience through team member-facing automation, agent assist capabilities, workflow simplification, and support tooling.
Build a scalable Automated Operations capability within Member Services.
Develop role profiles, skill paths, qualification standards, and training plans for future automated operations contributors.
Mentor team members in low/no-code development, AI agent optimization, automation testing, and operational governance.
Reduce dependence on external technical resources where appropriate while maintaining alignment with enterprise technology standards.
Lead Automated Operations analysts, automation specialists, or other assigned team members.
Develop a culture of innovation, experimentation, accountability, and continuous improvement.
Establish performance management, coaching, and development practices for the function.
Build strong collaboration across business, technical, and operational teams.
Partner with Member Services Strategic Programs on launch readiness, automation requirements, and support design requirements.
Translate business and member experience requirements into technical operational solutions and prioritized improvement work.
Influence roadmap decisions using operational data, member experience insights, and support performance outcomes.
Support enterprise AI and automation initiatives impacting Member Services.
Perform other duties as assigned.

Benefits

Medical, dental, and vision coverage.
HSA contribution and match.
Dependent care FSA match.
At least 18 days of annual PTO and 13 paid holidays per year for full-time team members.
Paid parental leave.
401(k) match.
Personal and healthcare financial literacy programs.
Ongoing education and tuition assistance.
Gym and fitness reimbursement.
Wellness program incentives.
Performance-based incentives.
Required travel and accommodations for the in-person onboarding component are covered by HealthEquity.