Responsible for developing and executing the enterprise wide self-service strategies and AI‑enabled transformation
Ensure advanced self-service utilization and AI technologies are effectively leveraged
Partner with executive leadership, operations, technology, and compliance teams
Establish long‑term self-service and AI strategy for MTM’s contact centers
Evaluate emerging technologies and assess their applicability to MTM’s operational model
Lead the design, implementation, and optimization of self-service AI solutions
Ensure seamless integration of AI capabilities with MTM’s proprietary trip management systems
Use self-service insights to monitor and improve key operational metrics
Identify high‑volume, repeatable processes suitable for automation
Evaluate and manage relationships with the Product team and vendors
Lead organizational change initiatives to support self-service adoption
Leverage self-service to analyze 100% of member and provider interactions
Collaborate with MTM’s operations, quality, product, and client services teams to translate insights into enhancements

High School Diploma or G.E.D. equivalent
Bachelor’s degree or equivalent experience
8+ years’ experience in a management role
Minimum of 7 years’ experience in customer service or contact center operations
Experience leading large, complex contact center environments
Leadership experience with AI‑enabled tools, analytics, or automation platforms in a contact center setting
Proven experience designing, implementing, or optimizing self‑service solutions, such as: IVR and conversational IVR
Chatbots / virtual assistants
Knowledge bases and FAQs

Director, Customer Self-Service – Automation

Key skills