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.
#LI-Remote
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
- 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.
