Department: Enterprise Operations

Employment Type: Full-time

Location: United States / remote or hybrid based on company policy

Salary Range: $90,000–$130,000 base salary, depending on experience, skills, location, and internal equity

About Take Command

Take Command is helping employers deliver better health benefits through Individual Coverage Health Reimbursement Arrangements, or ICHRAs. We are building practical, customer-centered technology and services that make health benefits easier to understand, easier to administer, and more useful for employers, employees, brokers, and partners.

About the Role

Take Command is looking for an Enterprise Operations Lead, Applied AI & Transformation to help turn strategic priorities into measurable operating capability and business results.
This role will sit in Enterprise Operations and will start with a clear day-one priority: helping drive the performance, governance, and expansion of Intercom Fin. But this is not just a chatbot role, and it is not a traditional support-operations role. The broader mandate is to help bring Take Command’s AI operating model to life: identifying high-impact AI opportunities, translating ambiguous business problems into executable workstreams, coordinating cross-functional delivery, and measuring whether AI-enabled workflows are actually improving customer, client, member, broker, and internal-team outcomes.

The right person will be a strong operator and structured problem-solver who can work across Enterprise Ops, CX, Product, Compliance, Sales, Marketing, Data, and technical teams. They do not need to be an AI engineer, but they do need to be excited to become increasingly fluent in AI tools, agent workflows, knowledge systems, testing methods, prompt design, data dependencies, and responsible governance.

Intercom Fin will be the launchpad. The longer-term opportunity is bigger: helping Take Command build a repeatable, governed, measurable way to apply AI to real business problems, especially in workflows that affect open enrollment readiness, support-volume reduction, plan-selection confidence, service quality, operational efficiency, and scalable customer experience.
Although applied AI is a major focus, this role also owns and co-owns broader Enterprise Operations outcomes. That may include open enrollment readiness, operational capacity and cost planning, process improvement, vendor and systems evaluations, and other cross-functional priorities where better coordination, clearer decisions, and disciplined follow-through improve business performance. The work is outcome-led: identify the result that matters, align the right owners, remove obstacles, and ensure the change delivers measurable value.

What You’ll Do

• Own and improve the operating performance of Intercom Fin, including accuracy, resolution quality, escalation patterns, user experience, and measurable business impact.

• Build a structured feedback loop for Fin performance: review unresolved or escalated conversations, identify root causes, diagnose content/process/tooling gaps, and prioritize improvements.

• Partner with CX, Product, Compliance, Enterprise Ops, Sales, Marketing, and technical teams to improve Fin’s knowledge sources, instructions, workflows, routing, escalation logic, and guardrails.

• Translate AI opportunities into executable workstreams: define the problem, scope the use case, clarify ownership, identify dependencies, set success metrics, create test plans, and drive follow-through.

• Own or co-own cross-functional Enterprise Operations initiatives beyond AI, such as open enrollment readiness, capacity planning, process improvement, vendor or systems evaluations, and operational efficiency efforts.

• Establish clear outcomes, milestones, decision rights, dependencies, risks, and measures of value for priority initiatives, and keep stakeholders aligned through delivery.

• Help develop Take Command’s AI and Enterprise Operations operating model, including standards for intake, prioritization, governance, testing, rollout, adoption, measurement, documentation, and ongoing ownership.

• Support AI initiatives tied to open enrollment readiness, including self-service support, guided plan-selection experiences, ticket deflection, escalation playbooks, support automation, and operational visibility.

• Evaluate when Intercom Fin is the right solution and when another tool, workflow, automation, data improvement, or product/process change is the better answer.

• Facilitate operating cadences such as quarterly planning, scorecards, initiative reviews, and structured decision forums; surface blockers early and drive resolution.

• Help create and maintain AI governance practices that balance speed with accuracy, compliance, customer trust, PHI/PII sensitivity, escalation controls, and human review where needed.

• Build reusable documentation, dashboards, decision logs, and playbooks so improvements and learnings scale beyond one initiative or one team.

• Support change adoption for new tools, processes, and workflows through rollout planning, enablement, training, and feedback loops.

• Stay current on AI and operational tool capabilities and bring forward pragmatic recommendations grounded in Take Command’s strategy, operating needs, risk profile, and customer experience.

What We’re Looking For

• Experience owning outcomes in enterprise operations, business operations, operations enablement, transformation, product operations, CX operations, business analysis, systems, or a related role.

• Demonstrated ability to lead cross-functional initiatives from problem definition through adoption and measurable results, without relying on formal authority.\

• Strong ownership mindset with the ability to take ambiguous problems and turn them into clear outcomes, accountable workstreams, decisions, and measurable improvements.

• Comfort managing a portfolio of concurrent priorities, balancing urgent operational needs with longer-term improvements and capability building.

• Strong analytical judgment: you can investigate messy issues, identify patterns, separate symptoms from root causes, and use data plus qualitative evidence to decide what to do next.

• Clear written and verbal communication skills, especially the ability to explain complex workflows, AI behavior, customer issues, and operational tradeoffs in plain language.

• Comfort working across support conversations, customer feedback, metrics, dashboards, spreadsheets, knowledge bases, workflows, and systems.

• Strong judgment around customer experience, accuracy, risk, compliance, escalation, and when an AI tool should not answer.

• Curiosity and learning velocity around AI tools, prompt design, agent workflows, tool configuration, structured testing, automation, and light technical concepts.

• Ability to work cross-functionally with business, operations, compliance, product, data, and technical partners without needing perfect clarity before making progress.

• Practical orientation: you care less about AI novelty or process for its own sake and more about whether the work improves speed, quality, accuracy, scalability, trust, or operating leverage.

What Success Looks Like

• Intercom Fin becomes more accurate, useful, trusted, measurable, and connected to Take Command’s operating goals.

• Enterprise Operations priorities—AI and non-AI—move from intent to measurable results with clear outcomes, accountable owners, decision visibility, and managed dependencies.

• Take Command has a clearer AI and Enterprise Operations operating model: how priorities are sourced, evaluated, governed, launched, measured, and owned.

• Cross-functional initiatives move faster with disciplined prioritization, early risk identification, effective decision forums, and timely removal of blockers.

• Customers, members, clients, brokers, and internal teams get faster, clearer answers and more reliable experiences, with appropriate escalation when human judgment is needed.

• Recurring support and operational issues are identified and addressed through better content, configuration, workflows, data, product improvements, or process changes.

• AI initiatives support open enrollment readiness by improving self-service, reducing avoidable support volume, strengthening plan-selection confidence, and creating better operational visibility.

• New AI use cases and broader operational changes are tested responsibly before launch, with clear success metrics, compliance review, risk controls, adoption plans, and feedback loops.
  Enterprise Operations is recognized as a team that improves business performance and owns outcomes—not simply a coordination or administrative function.

Why This Role Matters

AI is becoming part of how Take Command serves customers, members, clients, brokers, and internal teams. The opportunity is not just to adopt tools. It is to build a practical, responsible operating model for using AI to improve real workflows, reduce friction, scale expertise, and amplify human judgment.
This role will help make sure AI and broader Enterprise Operations priorities are useful, accurate, measurable, governed, and tied to the work that matters most. If you are a strong operator, transformation lead, analyst, systems thinker, or customer-experience leader who wants to own meaningful business outcomes, this is a chance to help build that capability from the ground up.