Director, Customer Self-Service & Automation

What Will Your Job Look Like?

The Director, Customer Self Service & Automation is responsible for developing and executing the enterprise wide self-service strategies and AI‑enabled transformation within MTM’s customer service and transportation coordination operations. This role ensures that advanced self-service utilization and AI technologies—such as conversational AI, automation, predictive analytics, and agent‑assist tools—are effectively leveraged to improve member experience, enhance operational efficiency, and support MTM’s mission of removing community barriers through reliable, high‑quality non‑emergency medical transportation (NEMT) services.

The Director, Customer Self Service & Automation partners with executive leadership, operations, technology, and compliance teams to ensure all self-service applications including AI initiatives align with MTM’s contractual obligations, regulatory requirements, and commitment to delivering safe, timely, and member‑centered transportation services.

What You’ll Do:

Strategic Planning & Roadmap Development

• Establish the long‑term self-service and AI strategy for MTM’s contact centers, including chatbot deployment, voice analytics, and automation initiatives that support NEMT scheduling, trip management, and member engagement

• Evaluate emerging technologies and assess their applicability to MTM’s operational model, with a focus on improving access to care and reducing service friction for members, transportation providers, and healthcare partners

AI Implementation & Systems Integration

• Collaborate with Product to help with the design, implementation, and optimization of self-service AI solutions—including all apps/portals and virtual agents, generative AI, and agent‑assist tools—across MTM’s omnichannel communication platforms (phone, chat, SMS, portal)

• Assist with monitoring, testing and gaining approvals for a seamless integration of AI capabilities with MTM’s proprietary trip management systems, CRM platforms, telephony infrastructure, and transportation provider networks

• Ensure seamless integration of AI capabilities with MTM’s proprietary trip management systems, CRM platforms, telephony infrastructure, and transportation provider networks

Operational Excellence & Performance Optimization

• Use self-service insights to monitor and improve key operational metrics such as call routing accuracy, Average Handling Time (AHT), First Call Resolution (FCR), and on time performance support

• Deploy predictive analytics to anticipate call volume, identify service risks, and support workforce management and quality assurance functions

Process Automation & Efficiency Initiatives

• Identify high‑volume, repeatable processes suitable for automation—such as eligibility verification, trip status inquiries, and appointment reminders—to reduce manual workload and improve service consistency

• Oversee the development and scaling of automation workflows that support MTM’s operational commitments and contractual service level agreements (SLAs)

Vendor, Technology, & Compliance Management

• Evaluate and manage relationships with the Product team and vendors, ensuring alignment with MTM’s enterprise architecture and data governance standards

• Ensure all solutions comply with HIPAA, CMS guidelines, state Medicaid requirements, and MTM’s internal privacy and security policies

Change Management & Workforce Enablement

• Lead organizational change initiatives to support self-service adoption, including training programs that prepare contact center staff and transportation coordinators for an augmented workforce model

• Promote a culture of innovation, responsible self-service and AI use, and continuous improvement across MTM’s operational teams

Data Analytics, Insights, & Cross‑Functional Collaboration

• Leverage self-service to analyze 100% of member and provider interactions, generating sentiment analysis and actionable insights that inform service improvements

• Collaborate with MTM’s operations, quality, product, and client services teams to translate insights into enhancements that support member satisfaction, provider performance, and contractual outcomes

What You’ll need:

Experience, Education & Certifications:

• 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’ experie