Director of AI Member Engagement Platforms

Role Description

We’re looking for a visionary product and technology leader to join the Strategic Communications Division, responsible for advancing how BlueCross BlueShield of Tennessee engages and communicates with members through artificial intelligence. The ideal candidate combines deep expertise in conversational and generative AI with strong product management leadership, bringing a proven track record of delivering customer-centric digital experiences at scale. This leader will balance innovation with governance, driving the adoption of AI-powered solutions that improve engagement, automate service delivery, and create measurable business value while maintaining compliance, quality, and trust.

In this role, you’ll:

• Lead the strategy, roadmap, and execution of BCBST's AI-powered member engagement platforms, including virtual assistants across chat, voice, and emerging digital channels.
• Partner closely with communications, marketing, customer experience, business, and technology leaders to identify high-impact opportunities.
• Implement innovative AI capabilities and embed intelligent assistants into critical member communication and service journeys.
• Establish operational frameworks and governance standards that ensure scalable, secure, and compliant AI experiences.
• Continuously optimize performance through analytics, user insights, and emerging technology advancements.

Success in this role means:

• Successfully establishing AI-powered member engagement capabilities that enhance personalization, improve service quality, and strengthen how BCBST communicates with and supports members.
• Advancing BCBST's conversational AI strategy within your first year.
• Driving enterprise adoption of generative AI solutions.
• Delivering measurable improvements in member satisfaction and containment rates.
• Building a sustainable framework for future AI innovation.

Your leadership will help position BCBST as a leader in AI-enabled member engagement while ensuring responsible, compliant, and impactful use of emerging technologies.

Job Responsibilities

• 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.

Qualifications

• 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 (chatbots, voice assistants, or similar).
• 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.

Skills / Certifications

• 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.

Note

This is a remote role with occasional travel within Tennessee, including BCBST's headquarters in Chattanooga. Sponsorship is not available for this role.