Enterprise Operations Lead, Applied AI & Transformation

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 stakehol