Director, Customer Self-Service – Automation

MTM, Inc.

Director of Customer Self-Service & Automation leading AI strategies and operational efficiency at MTM Health. Collaborating with teams to enhance member experience in non-emergency transportation services.

Posted 4/14/2026full-timeRemote • Maryland, Montana, Pennsylvania, Wyoming • 🇺🇸 United StatesLead💰 $120,000 - $185,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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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.