[Hiring] Director, Customer Self-Service & Automation @MTM Transit

Role Description

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.

Qualifications

• 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

Requirements

• 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

Benefits

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Flexible Scheduling
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Birthday Holiday
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Milestone Anniversary One Month Sabbatical
• Leadership Mentoring Opportunities
• Salary Min: $120,000
• Salary Max: $185,000

Equal Opportunity Employer

MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture.