Director – AI Member Engagement Platforms

Job not on LinkedIn

🔥 0 minutes ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

⏰ Full Time

🔴 Lead

🤖 Artificial Intelligence

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

BlueCross BlueShield of Tennessee

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1952

🏥 Healthcare

💼 Consulting

🛡️ Insurance

Healthcare • Consulting • Insurance

BlueCross BlueShield of Tennessee is a leading health plan provider in Tennessee, serving 3. 4 million members. The company is committed to creating a workforce where everyone is valued, respected, and part of the team, emphasizing diversity and inclusion. They offer a range of career opportunities, including internships through their BlueBridge program, enabling new professionals to transition from college to work. BlueCross BlueShield of Tennessee also focuses on providing exceptional customer service and community care, striving to make a difference in the healthcare industry. It is an independent licensee of the Blue Cross Blue Shield Association and a qualified health plan issuer in the Health Insurance Marketplace.

📋 Description

• Define and lead the enterprise strategy for AI-powered virtual assistants across chat, voice, and future interaction channels • Own the product roadmap, prioritization, and delivery of AI assistant capabilities aligned to business and member needs • Establish a scalable operating model for conversational AI, including intake, design, release management, and performance monitoring • Drive adoption of generative AI capabilities to enhance personalization, automation, and interaction quality • Partner with Engineering and platform teams to select, implement, and evolve AI technologies and integrations • Collaborate with business leaders and SMEs to identify high-value use cases and embed AI assistants into core member journeys • Define and track success metrics, including containment, resolution, satisfaction, and operational efficiency • Ensure governance across AI interactions, including accuracy, safety, compliance, and brand alignment • Partner with Brand, Customer Support, and lines of business to ensure AI-driven member interactions are accurate, compliant, and aligned with brand voice and experience standards • Lead cross-functional teams spanning product, design, conversation design, and analytics • Establish standards, guardrails, and best practices for conversational experiences and generative AI usage • Continuously analyze performance data and user behavior to identify opportunities for optimization and scale

🎯 Requirements

• Bachelor’s Degree in Business, Technology, Computer Science, Design, or related field; equivalent experience is defined as 4 years of professional work experience in a corporate environment • 8 years of experience leading customer service or digital product functions, with a strong track record of advancing digital capabilities, automation, and technology-driven experiences • 3 years of experience leading AI, conversational AI, or customer interaction platforms • Experience owning product strategy, roadmaps, and execution in a cross-functional environment • Experience working with AI/ML technologies, including generative AI and conversational platforms • Experience driving enterprise adoption of digital capabilities with measurable business outcomes • Experience leading teams and influencing senior stakeholders • Experience in healthcare payer operations or digital member service environments is strongly preferred • Proven experience leveraging generative AI to improve customer support outcomes, including automation, containment, or experience quality, is highly preferred • Strong product leadership skills with the ability to translate strategy into execution • Deep understanding of conversational AI, generative AI, and digital interaction models • Ability to balance innovation with governance, risk management, and compliance requirements • Strong analytical mindset with experience using performance data to drive decisions • Excellent communication skills with the ability to simplify complex concepts for executive audiences • Strong collaboration and leadership skills across technical and business teams • Familiarity with Agile product delivery and modern digital platforms • Sponsorship is not available for this role

🏖️ Benefits

• Remote work arrangement • Occasional travel within Tennessee, including BCBST's headquarters in Chattanooga