Director, Customer Self-Service & Automation

MTM Transit•Wyoming, MI

2d•$120,000 - $185,000

About The Position

The Director, Customer Self Service & Automation is responsible for developing and executing the enterprise wide self-service strategies and AI‑enabled transformation within MTM’s customer service and transportation coordination operations. This role ensures that advanced self-service utilization and AI technologies—such as conversational AI, automation, predictive analytics, and agent‑assist tools—are effectively leveraged to improve member experience, enhance operational efficiency, and support MTM’s mission of removing community barriers through reliable, high‑quality non-emergency medical transportation (NEMT) services. The Director, Customer Self Service & Automation partners with executive leadership, operations, technology, and compliance teams to ensure all self-service applications including AI initiatives align with MTM’s contractual obligations, regulatory requirements, and commitment to delivering safe, timely, and member‑centered transportation services.

Requirements

High School Diploma or G.E.D. equivalent
Bachelor’s degree or equivalent experience
8+ years’ experience in a management role
Minimum of 7 years’ experience in customer service or contact center operations
Experience leading large, complex contact center environments
Leadership experience with AI‑enabled tools, analytics, or automation platforms in a contact center setting
Proven experience designing, implementing, or optimizing self‑service solutions, such as: IVR and conversational IVR Chatbots / virtual assistants Knowledge bases and FAQs
Must be results driven and able to communicate effectively with internal and external clients at all levels
Ability to prioritize, manage multiple tasks and projects, and meet deadlines
Strong focus on customers, accountability, teamwork, collaboration and decisiveness
Excellent customer orientation, interpersonal and communication skills with strong follow through
Ability to handle a high level of sensitive and confidential matters tactfully and professionally
Strong organizational skills and ability to manage multiple projects simultaneously
Ability to work well under pressure within a fast-paced environment
Strong critical thinking, problem solving and analytical skills
Must demonstrate a high level of professionalism and customer service
Must demonstrate sound judgment and decision-making skills
Ability to acquire and maintain knowledge of MTM processes, protocols, and personnel policies
Excellent interpersonal skills and the ability to resolve customer complaints and personnel issues
Knowledge of Operational processes
Proficiency with Microsoft programs
Demonstrated ability to manage through rapid change/growth
Proven track record of driving KPI’s
Ability to maintain a high level of confidentiality
Regular attendance

Nice To Haves

Previous experience in the transportation and/healthcare industries

Responsibilities

Strategic Planning & Roadmap Development Establish the long‑term self-service and AI strategy for MTM’s contact centers, including chatbot deployment, voice analytics, and automation initiatives that support NEMT scheduling, trip management, and member engagement Evaluate emerging technologies and assess their applicability to MTM’s operational model, with a focus on improving access to care and reducing service friction for members, transportation providers, and healthcare partners
AI Implementation & Systems Integration Lead the design, implementation, and optimization of self-service AI solutions—including all apps/portals and virtual agents, generative AI, and agent‑assist tools—across MTM’s omnichannel communication platforms (phone, chat, SMS, portal) Ensure seamless integration of AI capabilities with MTM’s proprietary trip management systems, CRM platforms, telephony infrastructure, and transportation provider networks
Operational Excellence & Performance Optimization Use self-service insights to monitor and improve key operational metrics such as call routing accuracy, Average Handling Time (AHT), First Call Resolution (FCR), and on time performance support Deploy predictive analytics to anticipate call volume, identify service risks, and support workforce management and quality assurance functions
Process Automation & Efficiency Initiatives Identify high‑volume, repeatable processes suitable for automation—such as eligibility verification, trip status inquiries, and appointment reminders—to reduce manual workload and improve service consistency Oversee the development and scaling of automation workflows that support MTM’s operational commitments and contractual service level agreements (SLAs)
Vendor, Technology, & Compliance Management Evaluate and manage relationships with the Product team and vendors, ensuring alignment with MTM’s enterprise architecture and data governance standards Ensure all solutions comply with HIPAA, CMS guidelines, state Medicaid requirements, and MTM’s internal privacy and security policies
Change Management & Workforce Enablement Lead organizational change initiatives to support self-service adoption, including training programs that prepare contact center staff and transportation coordinators for an augmented workforce model Promote a culture of innovation, responsible self-service and AI use, and continuous improvement across MTM’s operational teams
Data Analytics, Insights, & Cross‑Functional Collaboration Leverage self-service to analyze 100% of member and provider interactions, generating sentiment analysis and actionable insights that inform service improvements Collaborate with MTM’s operations, quality, product, and client services teams to translate insights into enhancements that support member satisfaction, provider performance, and contractual outcomes