Remote Director, AI Automation & Member Services

HealthEquity, Inc.; Mission (TX); Remote; USD 144,000 - 191,000; Full time

Benefits offered by this job

Medical, dental, and vision

HSA contribution and match

Dependent care FSA match

18 days PTO and 13 holidays

Paid parental leave

401(k) match

Tuition assistance

Gym and fitness reimbursement

Wellness program incentives

Job summary

HealthEquity, Inc. is seeking a Director of Automation Operations to lead the automated operations within Member Services, overseeing AI-powered support experiences and low/no-code workflows.

The role partners with product, engineering, and operations to deliver measurable improvements in member experience and efficiency. You will develop governance, training plans, and scalable patterns while mentoring teams in AI optimization and automation testing, ensuring compliance in highly regulated

Qualifications

• Bachelor’s degree in Business, Information Systems, Operations Management, Computer Science preferred.
• 7+ years of leadership experience in customer operations or related fields.
• Experience with AI-enabled customer support and workflow automation.
• Experience leading operational transformation in complex environments.
• Experience building or governing low/no-code solutions preferred.
• Strong understanding of support operations metrics and governance.

Responsibilities

• Own operational performance of deployed Member Services AI support experiences.
• Monitor AI agent health, containment, escalation accuracy, and outcomes.
• Establish operating rhythms for AI performance inspection and improvements.
• Develop backlogs for AI agents and automated workflows.
• Lead development and optimization of low/no-code automation solutions.
• Improve agent experience and support tooling.
• Establish governance, testing, and quality standards for automations.
• Partner with cross-functional teams to meet regulatory and design requirements.
• Mentor team members in low/no-code development and governance.
• Build scalable Automated Operations capability within Member Services.

Skills

Leadership

AI-enabled ops

Workflow automation

Stakeholder management

Compliance governance

Change management

Data analysis

Regulated environments

Education

Bachelor’s degree in Business, Information Systems, Operations Management, Computer Science

Job description

HealthEquity, Inc. is seeking a Director of Automation Operations to lead the automated operations within Member Services, overseeing AI-powered support experiences and low/no-code workflows.

The role partners with product, engineering, and operations to deliver measurable improvements in member experience and efficiency. You will develop governance, training plans, and scalable patterns while mentoring teams in AI optimization and automation testing, ensuring compliance in highly regulated