Director , Ai Support Transformation (ServiceNow)

Overview Altera Digital Health is seeking a transformative leader to serve as our Director of AI Support Transformation & ServiceNow. In this role, you will guide the enterprise-wide evolution of our support operations by leveraging AI, automation, and the full power of the ServiceNow platform. Your mission is to redesign how we deliver support, creating measurable improvements in case resolution, customer experience, and operational efficiency. You will lead an established ServiceNow team, guiding the strategy and roadmap to move our AI capabilities from concept to production. This is a key leadership role focused on driving meaningful change and delivering exceptional value to our clients and internal teams. Key Responsibilities Develop and execute the enterprise roadmap for AI-assisted and automated customer support. Guide the ServiceNow platform strategy, overseeing operations, upgrades, integrations, and reporting to ensure stability and business value. Partner with leaders across the company to translate their biggest challenges into shared, scalable solutions on the platform. Redesign support workflows to incorporate AI for triage, knowledge retrieval, and resolution recommendations. Champion the adoption of new tools and processes, ensuring the team is focused on measurable outcomes, not just feature deployment. Establish strong governance and quality standards for our support knowledge base to improve data linkage between cases, resolutions, and knowledge articles. Qualifications Required: Demonstrated success leading large-scale service management, IT service delivery, or operational transformation programs. Experience guiding a major enterprise platform, including its roadmap, operations, governance, and adoption. A strong understanding of support workflows, case management, knowledge management, and service metrics. Proven ability to lead and inspire established technical and operational teams. Excellent ability to influence and collaborate with leaders across decentralized business units. A strategic mindset with the ability to turn broad objectives into measurable outcomes. Preferred: Direct leadership or implementation experience with the ServiceNow platform (especially Now Assist, Virtual Agent, AI Search). Experience designing AI-assisted or autonomous operational workflows. Background in healthcare technology, enterprise software, or another regulated industry. Experience managing vendors, platform budgets, and cross-functional governance. Familiarity with the privacy, security, and human-oversight requirements for production AI. Working Arrangements This is a remote position based in the US. The role requires work in a standard office environment or remotely during a standard work week, with occasional after-hours support as needed to meet business goals. Travel Up to 10% travel may be required. Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example. Salary Range $130,000-$150,000 Why Altera? At Altera Digital Health, you will have the opportunity to profoundly impact the lives of patients by empowering healthcare providers to deliver superior care. You will join a passionate and gifted team committed to innovation and excellence. We offer a competitive compensation and benefits package and the opportunity to work in a fast-paced and dynamic environment.