MTM, Inc.

Director, Customer Self-Service – Automation

MTM, Inc.

full-time

Posted on:

Location Type: Remote

Location: Maryland • Montana • United States

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Salary

💰 $120,000 - $185,000 per year

Job Level

Lead

About the role

  • 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

Requirements

  • 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
Benefits
  • Health and Life Insurance Plans
  • Dental and Vision Plans
  • 401(k) with a company match
  • Flexible Scheduling
  • Paid Time Off and Holiday Pay
  • Maternity/Paternity Leave
  • Birthday Holiday
  • Casual Dress Environment
  • Tuition Reimbursement
  • MTM Perks Discount Program
  • Milestone Anniversary
  • One Month Sabbatical
  • Leadership Mentoring Opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI technologiesself-service solutionsIVRconversational IVRchatbotsvirtual assistantsanalyticsautomation platformsoperational metricsprocess automation
Soft Skills
leadershipcollaborationorganizational change managementstrategic planningcommunication
Certifications
Bachelor's degreeHigh School Diploma or G.E.D.