Director, Process Engineering

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a team of operations transformation managers and knowledge management designers.

• Develop and manage the repository of agent operating procedures (AOPs) for AI agents throughout the member and provider support journey.

• Regulate who can propose, approve, and modify AOPs, as well as the process for reviewing changes.

• Collaborate with Quality Assurance to establish and maintain a continuous QA cadence.

• Lead cross-functional triage sessions, assigning ownership and due dates for each identified gap.

• Work alongside Product to ensure AOPs are updated concurrently with product and feature modifications.

• Provide reports to leadership regarding deflection and resolution-quality metrics.

• Define and refine the operating model, which includes establishing cadences, roles, and KPIs.

• Maintain ongoing ownership of AOPs as dynamic documents.

• Enhance AOP coverage, engagement, deflection impact, cost to serve, and cost per interaction.

⛳️ Requirements

• A minimum of 8 years of experience in healthcare operations, startups, consulting, or services.

• Proven experience in building or overseeing operational governance, QA, or documentation frameworks (such as SOPs, playbooks, or comparable systems).

• At least 3 years of experience leading teams in a fast-paced or complex setting.

• Demonstrated capability to facilitate a recurring, cross-functional decision-making forum with peers who do not report directly to you, ensuring real accountability.

• Familiarity with the deployment of agentic AI tools in the support journey (preferred).

• Experience with leading support tools like Zendesk and related process optimization (preferred).

• Background in product management or experience collaborating with Product teams (preferred).

• Experience in consulting or product management (a plus).

• Exposure to strategic planning or scaling operational programs (preferred).

• Must be eligible to work in the U.S.

🏝️ Benefits

• Equity.

• Bonus.

• Fully remote work.

• Preference for the ability to be onsite in the NYC office once a week.

• Reasonable accommodations for qualified individuals with disabilities and disabled veterans.