Director, Automation Operations

Ladders; États-Unis; À distance; USD 144 000 - 191 000; Plein temps

Avantages offerts par ce poste

Medical coverage

Dental coverage

Vision coverage

HSA contribution and match

PTO and holidays

Parental leave

401(k) match

Résumé du poste

Ladders is hiring a Director of Automation Operations to lead AI-enabled customer support initiatives in the healthcare space. The role oversees operational performance, partnering across support, operations, and technology to drive improvements in a complex, member-focused environment.

Remote work is available for US-based candidates, with comprehensive benefits and a focus on scalable automation. Responsibilities include optimizing AI service delivery, monitoring AI health, and translating

Qualifications

• Bachelor's degree in Business, Information Systems, Operations Management, Computer Science, or a related discipline preferred.
• 7+ years of leadership experience in customer operations or automated operations.
• Demonstrated experience with AI-enabled customer support and support automation.
• Experience leading operational transformation initiatives in complex environments.
• Strong analytical and operational problem-solving skills.

Responsabilités

• Own operational performance of deployed member services AI support experiences
• Monitor AI agent health and member outcomes to ensure quality support
• Establish operational rhythms for AI performance inspection and improvement
• Analyze conversational data to identify optimization opportunities
• Lead the development and optimization of low/no-code support automation solutions

Connaissances

Leadership

AI-enabled support

Operational transformation

Data analysis

Customer operations

Formation

Bachelor's degree (Business, Information Systems, Operations Management, CS)

Description du poste

For our client, we are seeking a Director, Automation Operations to join the team of a leader in the Healthcare space.

This role will oversee the operational performance of AI-enabled customer support experiences and help ensure members receive consistent, high-quality service. The director will partner across support, operations, and technology teams to strengthen automation performance, improve outcomes, and scale efficient service delivery. This is an important leadership opportunity for someone who can translate data and operational signals into practical improvements in a complex, member-facing environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $144,000 – $191,000 annually

Responsibilities

• Own operational performance of deployed member services AI support experiences
• Monitor AI agent health and member outcomes to ensure quality support
• Establish operational rhythms for AI performance inspection and improvement
• Analyze conversational data to identify optimization opportunities
• Lead the development and optimization of low/no-code support automation solutions

Qualifications

• Bachelor's degree in Business, Information Systems, Operations Management, Computer Science, or a related discipline preferred
• 7+ years of leadership experience in customer operations or automated operations
• Demonstrated experience with AI-enabled customer support and support automation
• Experience leading operational transformation initiatives in complex environments
• Strong analytical and operational problem-solving skills

Benefits

• Medical, dental, and vision coverage
• HSA contribution and match
• Minimum of 18 days of annual PTO and 13 paid holidays
• Paid parental leave
• 401(k) match

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.