Operations AI Analyst Q

BCBST is hiring an Operations AI Analyst. We're looking for a detail‑driven operations professional with a strong focus on member experience who is eager to work hands‑on with AI and support accurate, compliant, and AI‑powered member interactions. In this role, you'll provide day‑to‑day operational oversight of our member‑facing virtual assistant, partnering closely with the Senior Operations AI Analyst and technical teams. You'll monitor performance, validate outcomes for accuracy, quality, and compliance, document operational requirements, and execute testing and validation to ensure AI releases are safe, stable, and scalable. Success in this role means Outcomes of this role include proactive issue identification, consistent and compliant member interactions, standardized and repeatable operational processes and a scalable, enterprise‑ready virtual assistant that strengthens how we serve members. Ready to take the next step? If driving measurable improvements in AI‑powered member experiences motivates you, apply today.

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This is a remote role with occasional travel to BCBST headquarters. Sponsorship is not available for this role. We foster a culture where innovation is encouraged. That includes using AI enabled tools responsibly to support everyday work — guided by proven workflows, templates, and policies. As roles become more advanced, we expect employees to leverage AI more broadly to transform how we serve members Job Responsibilities Execute daily operations of AI-enabled member service processes across multiple channels Monitor performance and review interaction outcomes for accuracy, quality, and compliance Analyze escalations and exceptions to surface trends, risks, and improvement opportunities Document business and functional requirements: workflows, procedures, user stories, acceptance criteria, and test scenarios Lead user acceptance and regression testing to validate operational readiness Maintain issue and defect logs; coordinate resolution with cross-functional partners Produce clear operational documentation, standard work, and runbooks Partner with Operations, Quality, IT, Analytics, and vendor teams on continuous improvement Job Qualifications Education Bachelor's degree or equivalent work experience require Equivalent experience is defined as four years of professional work experience in a corporate environment Experience 3 to 4 years in service operations, operations analysis, quality, reporting, business analysis, or contact center environments Proven ability to translate operational processes into clear, structured documentation Experience supporting testing activities and validating operational readiness Comfortable working in cross-functional, fast-moving, operations-focused teams Skills / Certifications 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 Number of Openings Available 1

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BCBST BlueCross BlueShield of Tennessee, Inc. Applying for this job indicates your acknowledgement and understanding of the following statements: BCBST will recruit, hire, train and promote individuals in all job classifications without regard to race, religion, color, age, sex, national origin, citizenship, pregnancy, veteran status, sexual orientation, physical or mental disability, gender identity, or any other characteristic protected by applicable law. Further information regarding BCBST's EEO Policies/Notices may be found by reviewing the following page: BCBST's EEO Policies/Notices BlueCross BlueShield of Tennessee is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at BlueCross BlueShield of Tennessee via-email, the Internet or any other method without a valid, written Direct Placement Agreement in place for this position from BlueCross BlueShield of Tennessee HR/Talent Acquisition will not be considered. No fee will be paid in the event the applicant is hired by BlueCross BlueShield of Tennessee as a result of the referral or through other means. As Tennessee's largest health benefit plan company, we've been helping Tennesseans find their own unique paths to good health since 1945. More than that, we're your neighbors and friends - fellow Tennesseans with deep roots of caring tradition, a focused approach to physical, financial and community good health for today, and a bright outlook for an even healthier tomorrow. At BCBST, we empower our employees to thrive both independently and collaboratively, creating a collective impact on the lives of our members. We seek talented individuals who excel in a team environment, share responsibility, and embrace accountability. We're also seeking candidates who are proficient in the Microsoft Office suite, including Microsoft Teams, organized, and capable of managing multiple assignments or projects simultaneously. Additional, strong interpersonal abilities along with strong oral and written communication skills are important across all roles at BCBST. We foster a culture where innovation is encouraged. That includes using AI enabled tools responsibly to support everyday work — guided by proven workflows, templates, and policies. As roles become more advanced, we expect employees to leverage AI more broadly to transform how we serve members. BCBST is a remote-first organization with many employees working primarily from their homes. Each position within the company is classified as either fully remote, partially remote, or office based. BCBST hires employees for remote positions from across the U.S. with the exception of the following states: California, Massachusetts, New Hampshire, New Jersey, and New York. Applicants living in these states may move to an approved state prior to starting a position with BCBST at their own expense. If the position requires the individual to reside in Chattanooga, TN, they may be eligible for relocation assistance.