Automation Ops Specialist

Our Mission

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

Overview

How you can make a difference

The Support Operations Specialist, AI Agent Management supports the buildout and ongoing operation of Member Services Automated Operations. This hands-on individual contributor role sits at the intersection of conversation design, support automation, and Member Services operations. The role shapes how HealthEquity’s AI support agents communicate with members, structure interactions, detect intent, route issues, and hand off to human support while also helping build the operational workflows, integrations, guardrails, and monitoring needed for AI agents to safely resolve issues end-to-end. The role executes on the AI support optimization roadmap by configuring agent behaviors, improving prompts and knowledge, testing workflows, identifying automation opportunities, documenting standards, and tracking production performance against containment, resolution, escalation, quality, and member experience outcomes.

Reporting Structure and Work Setting

• Reports to the Director, Automated Member Support Operations.

• Partners with Member Services leaders, Human Support Operations, Strategic Programs, Product, Engineering, Digital Experience, Operations Excellence, Workforce / Operational Analytics, Quality, Training, Compliance, and other support partners.

• Role may be performed remotely or in a hybrid setting based on business needs and company policy.

What you’ll be doing

AI Agent Operations and Optimization

• Monitor deployed Member Services AI support experiences in production using containment, automation rate, resolution rate, escalation patterns, transfer accuracy, repeat contact impact, sentiment, quality outcomes, and member experience trends.

• Design, tune, and test conversation flows, triage logic, prompts, knowledge content, detection attributes, guidance rules, tone, structure, and handoff behaviors across high-volume and high-impact support use cases.

• Create and maintain AI optimization backlogs, including defect tracking, improvement hypotheses, testing notes, release documentation, and expected business impact.

• Configure AI agent behaviors and workflow logic so automated experiences can safely take action, route cases, collect required context, surface relevant account or issue details, and escalate exceptions to the right human support path.

• Analyze conversational data, frontline feedback, escalations, and support outcomes to identify opportunities to improve accuracy, resolution quality, and efficiency.

• Partner with leaders and technical teams to prioritize improvements that increase automation effectiveness while maintaining compliance, quality, and member trust.

Low/No-Code Automation and Operational Tooling

• Identify manual workflows, operational pain points, and teammate experience opportunities where AI agent action-taking, workflow automation, or lightweight tooling can improve speed, accuracy, consistency, or productivity.

• Design, build, test, troubleshoot, and support low/no-code tools, internal automations, AI agent workflows, and operational aids for Member Services users.

• Document build standards, user instructions, support processes, access requirements, and operational controls for tools owned or maintained by Automated Operations.

• Support integrations between AI support experiences and approved internal systems or vendor platforms so agents can retrieve information, trigger defined actions, support status awareness, and reduce manual handling when appropriate.

• Design guardrails, validation logic, exception handling, and escalation paths for automated workflows that affect member outcomes, account servicing, or operational decisioning.

• Support pilots and launches of automation solutions, including training, feedback collection, adoption tracking, and post-launch improvement planning.

• Maintain awareness of enterprise technology standards, security requirements, data handling expectations, and change management practices.

Automated Operations Governance and Quality

• Follow governance practices for testing, documentation, user acceptance, safe execution, release readiness, defect management, auditability, exception handling, and ongoing production support.

• Participate in regular inspection rhythms for AI agent performance, automation outcomes, workflow reliability, incident trends, and operational risk areas.

• Escalate issues requiring Product, Engineering, Compliance, Privacy, Security, or operational leadership review.

• Translate operational requirements into clear user stories, acceptance criteria, process maps, test cases, and prioritized improvement work.

• Help ensure AI and automation experiences are understandable, measurable, supportable, and aligned with Member Services operating expectations.

Capability Development and Knowledge Sharing

• Contribute to the creation of repeatable Automated Operations playbooks, templates, standards, and training materials.

• Share practical knowledge with Member Services team members learning low/no-code development, AI agent optimization, automation testing, and operational governance.

• Support short-term assignments, pilots, and capability-building efforts that convert Member Services domain expertise into scalable automated operations capacity.
• Stay current on AI support technology, internal tools, workflow automation capabilities, and practical use cases relevant to Member Services.

What you will need to be successful

• Bachelor’s degree in Business, Information Systems, Operations Management, Computer Science, or related discipline preferred; equivalent experience may be considered.

• 3+ years of experience in support operations, customer operations, automated operations, support engineering, chatbot / AI agent configuration, digital support, workflow automation, quality, training, process improvement, or related functions.

• Demonstrated ability to analyze operational problems, document workflows, test solutions, and drive practical improvements.

• Hands-on experience configuring AI agents, chatbots, automation tools, support workflows, or low/no-code tooling required; experience with platforms such as Intercom, Zendesk, Salesforce, contact center AI platforms, workflow builders, or similar tools preferred.

• Experience designing conversation flows, prompts, tone, structure, intent detection, categorization logic, or AI-to-human handoff experiences preferred.

• Experience working with integrations, APIs, workflow builders, system configuration, or technical implementation partners strongly preferred.

• Experience working in regulated, compliance-focused, or quality-sensitive support environments preferred.

Specialized Knowledge, Skills, and Abilities:

• Ability to translate frontline operational knowledge into AI agent improvement opportunities, automation requirements, and testable solutions.

• Fluent using low/no-code development tools, prompt/workflow configuration, reporting tools, and operational systems.

• Thinks in terms of conversation design and understands how tone, structure, flow, context collection, and escalation timing shape the member experience.

• Technically comfortable working with integrations, workflow builders, configuration tools, and operational systems without requiring engineering support for every change.

• Understands that enabling AI agents to take action requires careful attention to guardrails, edge cases, validation, privacy, compliance, and safe execution paths.

• Uses metrics such as automation rate, containment, resolution rate, CSAT, escalation rate, repeat contact, and defect trends to evaluate whether AI capabilities are working and where to iterate.

• Strong analytical, problem-solving, documentation, and communication skills.

• Ability to work across business and technical teams, manage ambiguity, and deliver measurable outcomes through iterative improvement.

• Sound judgment regarding member experience, operational risk, compliance, privacy, and data handling expectations.

Physical / Mental Requirements and Demands

• Work requires a normal range of hearing, vision, and verbal communication skills, with or without reasonable accommodation.

• Must be able to use telephone, headset, keyboard, and standard office equipment, with or without reasonable accommodation.

• Ability to perform work at a computer station for extended periods and function in an environment with frequent interruptions is required.

This is a remote position.

Salary Range

$92000.00 To $117000.00 / year

Benefits & Perks

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, in addition to a full range of benefits including:

• Medical, dental, and vision

• HSA contribution and match

• Dependent care FSA match

• Uncapped paid time off

• Paid parental leave

• 401(k) match

• Personal and healthcare financial literacy programs

• Ongoing education & tuition assistance

• Gym and fitness reimbursement

• Wellness program incentives

Onboarding & Travel

This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity’s immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.

This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.

HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process.

Why work with HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

You belong at HealthEquity!

HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

HealthEquity uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot’s AI technology recording and transcribing your interview with your Talent Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot.

HealthEquity uses Pindrop Pulse during certain interviews to support identity verification, interview security, and fraud prevention. By scheduling and participating in an interview where Pindrop Pulse is enabled, you acknowledge that Pindrop's technology may analyze information such as voice, video, device, network, and location-related signals to identify potential impersonation, deepfake activity, and other security risks. This information may be reviewed by HealthEquity's Talent Acquisition and Security teams to support a secure hiring process. All alerts and risk indicators are reviewed by trained personnel, and HealthEquity does not make hiring decisions based solely on automated analysis. We take privacy seriously. You have the option to opt out of Pindrop analysis. If you wish to opt out, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you before the interview, we will assume that you consent to HealthEquity's use of Pindrop Pulse for security verification purposes during the hiring process.

At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together.

As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity.

HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.

Originally posted on Himalayas