Director, Automation Operations (AI)

Location: Remote within the United States; moderate travel of 20–30% may be required. In-person onboarding is held at the headquarters in Utah, with travel and accommodations covered.

Salary: $144,000–$191,000 per year, plus performance-based incentives and benefits.

Company

hirify.global provides healthcare consumer financial solutions and works to expand access to health savings accounts and related services.

What you will do

• Own the operational performance, health, accuracy, containment, resolution quality, and escalation effectiveness of AI-powered Member Services support experiences.
• Lead the development, deployment, and optimization of low/no-code support automations, agent-assist capabilities, and productivity solutions.
• Establish governance, testing, release management, documentation, quality standards, operating rhythms, and improvement backlogs.
• Improve AI-to-human handoffs, exception routing, workflow simplicity, and support for complex or sensitive member interactions.
• Build a scalable Automated Operations capability, including role profiles, training plans, reusable patterns, and implementation playbooks.
• Lead and mentor automation analysts and specialists while partnering with Product, Engineering, Operations, Digital Experience, and analytics teams.

Requirements

• Bachelor’s degree in Business, Information Systems, Operations Management, Computer Science, or a related discipline is preferred.
• 7+ years of leadership experience in customer operations, automated operations, support automation, contact center technology, or a related field.
• Experience with AI-enabled customer support, conversational AI, virtual assistants, agent assist, knowledge systems, workflow automation, or digital-first service models.
• Experience leading operational transformation and translating business requirements into technical operational solutions.
• Strong analytical, operational problem-solving, stakeholder management, and influencing skills across business and technical functions.
• Ability to maintain a secure and stable work environment and protect client information is required.

Nice to have

• Experience building or governing low/no-code solutions.
• Understanding of compliance, quality, and governance requirements in regulated support environments.

Culture & Benefits

• Remote work with required onsite onboarding at the Utah headquarters.
• Medical, dental, and vision coverage, plus HSA contribution and match.
• Minimum of 18 days of annual paid time off, 13 paid holidays, and paid parental leave.
• 401(k) match, tuition assistance, financial literacy programs, fitness reimbursement, and wellness incentives.
• Culture focused on innovation, experimentation, accountability, inclusion, and continuous improvement.

Hiring process

• Screening interviews may be transcribed using Microsoft Copilot and may include Pindrop Pulse identity and interview security verification; candidates may opt out in advance.
• Live interviews and assessments must reflect the candidate’s own work and thinking unless an exception is explicitly approved.