BCBST is hiring a Senior Operations AI Analyst

We’re looking for an outcomes-driven operations professional with healthcare / health insurance experience who understands member and agent service workflows and can translate AI strategy into dependable, compliant performance for member-facing virtual assistants.

In this role, you’ll provide senior operational ownership for escalations, standards, and cross-functional alignment—leading complex issue triage and root cause analysis, defining operational validation and quality measures, and converting performance insights into prioritized, cross-team actions that continuously improve the virtual assistant while protecting reliability and compliance. You’ll work across Operations, Quality, IT, Analytics, and partners to ensure AI releases land smoothly and perform as intended in real-world member and agent interactions.

You will use your analysis skills to deliver means delivering measurable improvements in virtual assistant outcomes—stronger operational performance, fewer repeat issues through effective corrective actions, clearer KPI visibility for leaders, and a better member experience supported by enterprise-ready AI activation aligned to BCBST’s goals.

In addition to the required qualifications, we'd be excited to see candidates who have a background in health insurance, agent workflow or member experience.

Ready to take the next step? If driving measurable improvements in AI‑powered member experiences motivates you, this role is for you. 

Note:

• Though BCBST is a remote-first company, this role may require a final, onsite interview.

• This is a remote role with occasional travel to BCBST headquarters.

• Sponsorship is not available for this role.

• We foster a culture where innovation is encouraged. That includes using AI enabled tools responsibly to support everyday work — guided by proven workflows, templates, and policies. As roles become more advanced, we expect employees to leverage AI more broadly to transform how we serve members

Job Responsibilities

• Own operational oversight, quality standards, and escalation management for AI-enabled member service processes
• Lead complex issue triage, root cause analysis, and corrective action planning
• Define and maintain operational validation standards, sampling approaches, and quality measures
• Lead requirements definition, prioritization, and validation for enhancements and releases
• Drive user acceptance testing, operational readiness reviews, and post-release validation
• Define, monitor, and communicate key performance indicators and operational insights to leadership
• Serve as the primary operational liaison across Operations, Quality, IT, Analytics, and vendor partners
• Mentor analysts and establish repeatable standards, documentation practices, and best practice

Job Qualifications

Education

• Bachelor’s degree or equivalent work experience required
• Equivalent experience is defined as four years of professional work experience in a corporate environment

Experience

•  4 to 5 years in service operations, operations analysis, contact center operations, quality, or business analysis
• Demonstrated success leading complex operational issue resolution and cross-functional initiatives
• Advanced experience documenting operational requirements and validating solutions through testing
• Proven ability to present operational findings and recommendations to leadership audiences

Skills / Certifications

• Advanced analytical and problem-solving skills
• Reporting or analytics experience using Tableau, Access, Cognos, or data warehouse tools is a plus
• Ability to define operational standards and drive continuous improvement
• Strong operational judgment and ability to influence outcomes without direct authority
• Advanced proficiency with Microsoft Office tools including CoPilot
• Ability to mentor peers and build operational capability across the team

Number of Openings Available

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