Director AI Member Engagement Platforms
Ladders · United States · Yesterday
RemoteRemoteEngineering$150k–$180k/yrFull-time
Responsibilities
- Define and lead the enterprise strategy for AI-powered virtual assistants across multiple channels
- Own the product roadmap and delivery of AI assistant capabilities
- Establish a scalable operating model for conversational AI, including performance monitoring
- Drive adoption of generative AI capabilities to enhance personalization and interaction quality
- Collaborate with engineering and platform teams to implement and evolve AI technologies
- Persist with business leaders to embed AI assistants into core member journeys
- Track and define success metrics related to member engagement and operational efficiency
Qualifications
- Bachelor’s degree in Business, Technology, Computer Science, Design, or a related field, or equivalent experience
- 8 years of experience leading customer service or digital product functions with a focus on digital capabilities and automation
- 3 years of experience leading AI, conversational AI, or customer interaction platforms such as chatbots or voice assistants
- Proven experience owning product strategy and execution in cross-functional settings
- Strong understanding of AI/ML technologies, particularly generative AI and conversational platforms
- Experience in healthcare payer operations or digital member services preferred
- Proven record of improving customer support outcomes through generative AI preferred
Benefits
- Remote role with occasional travel within Tennessee
- Opportunity to work in a leading healthcare technology environment
- Engagement in innovative AI solutions to transform member services