Senior Operations AI Analyst Q

BCBST is hiring a Senior Operations AI Analyst We're looking for an outcomes-driven operations professional with healthcare / health insurance experience who understands member and agent service workflows and can translate AI strategy into dependable, compliant performance for member-facing virtual assistants. In this role, you'll provide senior operational ownership for escalations, standards, and cross-functional alignment—leading complex issue triage and root cause analysis, defining operational validation and quality measures, and converting performance insights into prioritized, cross-team actions that continuously improve the virtual assistant while protecting reliability and compliance. You'll work across Operations, Quality, IT, Analytics, and partners to ensure AI releases land smoothly and perform as intended in real-world member and agent interactions. You will use your analysis skills to deliver means delivering measurable improvements in virtual assistant outcomes—stronger operational performance, fewer repeat issues through effective corrective actions, clearer KPI visibility for leaders, and a better member experience supported by enterprise-ready AI activation aligned to BCBST's goals. In addition to the required qualifications, we'd be excited to see candidates who have a background in health insurance, agent workflow or member experience. Ready to take the next step? If driving measurable improvements in AI‑powered member experiences motivates you, this role is for you.

Note:

Though BCBST is a remote-first company, this role may require a final, onsite interview. 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 Own operational oversight, quality standards, and escalation management for AI-enabled member service processes Lead complex issue triage, root cause analysis, and corrective action planning Define and maintain operational validation standards, sampling approaches, and quality measures Lead requirements definition, prioritization, and validation for enhancements and releases Drive user acceptance testing, operational readiness reviews, and post-release validation Define, monitor, and communicate key performance indicators and operational insights to leadership Serve as the primary operational liaison across Operations, Quality, IT, Analytics, and vendor partners Mentor analysts and establish repeatable standards, documentation practices, and best practice Job Qualifications Education Bachelor's degree or equivalent work experience required Equivalent experience is defined as four years of professional work experience in a corporate environment Experience 4 to 5 years in service operations, operations analysis, contact center operations, quality, or business analysis Demonstrated success leading complex operational issue resolution and cross-functional initiatives Advanced experience documenting operational requirements and validating solutions through testing Proven ability to present operational findings and recommendations to leadership audiences Skills / Certifications Advanced analytical and problem-solving skills Reporting or analytics experience using Tableau, Access, Cognos, or data warehouse tools is a plus Ability to define operational standards and drive continuous improvement Strong operational judgment and ability to influence outcomes without direct authority Advanced proficiency with Microsoft Office tools including CoPilot Ability to mentor peers and build operational capability across the team Number of Openings Available 1

Worker Type:

Employee Company:

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.