AI Agent Operations Lead

HealthEquity, Inc.; Mission (TX); Remote; USD 92.000 - 117.000; Vollzeit

Benefits dieser Stelle

Medical, dental, and vision

HSA contribution and match

Uncapped paid time off

401(k) match

Zusammenfassung

HealthEquity, Inc. is seeking a Support Operations Specialist to shape how AI support agents interact with members and hand off to humans. You will optimize automated operations, design agent prompts, test workflows, and monitor performance against containment, resolution, and quality targets.

The role supports remote or hybrid work and collaborates with multiple teams to improve automation effectiveness while maintaining compliance and member trust.

Qualifikationen

• Bachelor’s degree or equivalent in a related field.
• 3+ years in support operations, automated operations, or AI-driven support.
• Experience configuring AI agents and chatbots in production.

Aufgaben

• Monitor AI-supported member experiences in production.
• Design and test conversation flows and handoff to human agents.
• Create and manage AI optimization backlogs and release notes.
• Configure agent behaviors and workflow logic for safe automation.
• Analyze data to improve accuracy, resolution, and efficiency.
• Collaborate with cross-functional teams to prioritize improvements.

Kenntnisse

Conversation design

AI agent configuration

Low/no-code tooling

Quality monitoring

Ausbildung

Bachelor’s degree in Business/IS/CS

Tools

Intercom

Zendesk

Salesforce

Jobbeschreibung

HealthEquity, Inc. is seeking a Support Operations Specialist to shape how AI support agents interact with members and hand off to humans. You will optimize automated operations, design agent prompts, test workflows, and monitor performance against containment, resolution, and quality targets.

The role supports remote or hybrid work and collaborates with multiple teams to improve automation effectiveness while maintaining compliance and member trust.