[Hiring] Director, Automation Operations @HealthEquity

Role Description

The Director, Automation Operations is responsible for establishing and leading the Automated Operations capability within Member Services. This role serves as the operational owner 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 oversees the ongoing health, performance, accuracy, and continuous improvement of AI-powered support experiences while developing internal capability to build, maintain, and optimize automation solutions that improve member experience and operational efficiency.

The Director partners closely with:

• Member Services Strategic Programs
• Human Support Operations
• Product
• Engineering
• Digital Experience
• Operations Excellence
• Operational Analytics

Key responsibilities include:

• Own 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 inside 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 to 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.
• Other duties as assigned.

Qualifications

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

Requirements

• Work requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodation.
• Must be able to use a telephone or headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodation.
• Must be able to spend prolonged periods of each workday on the phone.
• The ability to perform work at a computer station for 6-8+ hours a day and function in an environment with frequent interruptions is required.
• Must be able to lift and move material weighing up to 20 lbs.
• May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
• Maintain a secure and stable work environment, safeguard client information, cameras on during work meetings, and provide a current updated photo.

Travel Requirements

• Moderate travel may be required (20-30%).

Salary Range

$144000.00 To $191000.00 / year

Benefits

• The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location.
• This position will be eligible for performance-based incentives as part of the total compensation package.
• Medical, dental, and vision.
• HSA contribution and match.
• Dependent care FSA match.
• Full-time team members receive a minimum of 18 days of annual PTO and 13 paid holidays per year.
• Paid parental leave.
• 401(k) match.
• Personal and healthcare financial literacy programs.
• Ongoing education & tuition assistance.
• Gym and fitness reimbursement.
• Wellness program incentives.