Operations AI Analyst Q

About the Role

BCBST is seeking a detail-oriented Operations AI Analyst with a passion for member experience to join our team. This role offers a hands-on opportunity to work with AI, ensuring accurate, compliant, and AI-powered member interactions. You will provide day-to-day operational oversight of our member-facing virtual assistant, collaborating closely with the Senior Operations AI Analyst and technical teams.

Key Responsibilities:

• AI Operations: Execute daily operations of AI-enabled member service processes across multiple channels.
• Performance Monitoring: Monitor performance and review interaction outcomes for accuracy, quality, and compliance.
• Issue Analysis: Analyze escalations and exceptions to identify trends, risks, and opportunities for improvement.
• Documentation: Document business and functional requirements, including workflows, procedures, user stories, acceptance criteria, and test scenarios.
• Testing & Validation: Lead user acceptance and regression testing to ensure operational readiness.
• Issue Management: Maintain issue and defect logs, coordinating resolutions with cross-functional partners.
• Process Improvement: Produce clear operational documentation, standard work, and runbooks.
• Collaboration: Partner with Operations, Quality, IT, Analytics, and vendor teams on continuous improvement initiatives.

Qualifications

Education:

• Bachelor's degree or equivalent work experience in a corporate environment (4 years of professional experience).

Experience:

• 3-4 years in service operations, operations analysis, quality, reporting, business analysis, or contact center environments.
• Demonstrated ability to translate operational processes into clear, structured documentation.
• Experience supporting testing activities and validating operational readiness.
• Comfortable working in fast-paced, cross-functional, operations-focused teams.

Skills:

• Strong analytical and problem-solving skills.
• Ability to translate operational workflows into clear, structured documentation.
• Proficiency with Microsoft Office tools, including CoPilot.
• Ability to manage multiple priorities with minimal supervision in a collaborative environment.

Additional Information

• This is a remote role with occasional travel to BCBST headquarters.
• Sponsorship is not available for this role.
• BCBST fosters a culture of innovation, encouraging the responsible use of AI tools.
• BCBST is a remote-first organization. This position is open to US-based employees, with exceptions for CA, MA, NH, NJ, and NY. Relocation assistance may be available for Chattanooga, TN-based roles.

Number of Openings: 1 Worker Type: Employee Company: BCBST BlueCross BlueShield of Tennessee, Inc.

BCBST is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status, or disability.

BlueCross BlueShield of Tennessee is not accepting unsolicited assistance from search firms for this employment opportunity.

As Tennessee's largest health benefit plan company since 1945, BCBST is committed to the health and well-being of our members and communities.

We empower our employees to thrive, seeking talented individuals who excel in team environments and embrace accountability.

Proficiency in Microsoft Office suite, strong organizational skills, and excellent communication abilities are valued.

We encourage innovation and the responsible use of AI tools to enhance member service.

BCBST hires employees for remote positions from across the U.S. with the exception of CA, MA, NH, NJ, and NY.