Senior Director of AI Strategy
Job Summary
Leading the AI and analytics roadmap for Enterprise Care, the full-time Senior Director of AI Strategy will define and implement AI strategies, evaluate tools for agent use, and enhance operational efficiency in a remote environment.
Key responsibilities
- Define and own the AI and intelligence strategy for Enterprise Care, aligned with the organization's roadmap
- Pilot, evaluate, and recommend AI tools for various agent-facing use cases, ensuring effective integration into operations
- Design the analytics framework for Enterprise Care, enabling actionable insights for leaders and agents
Required qualifications
- 10+ years of experience in customer support or enterprise service delivery, including 2 years with AI or ML tools in a production environment
- Hands-on experience with AI-assisted support tools such as Salesforce Einstein or similar products
- Ability to work with data at an operational level, defining metrics and interpreting datasets
- Experience collaborating with Engineering or Data teams to develop intelligence products
- Proven leadership presence, capable of earning trust from both support agents and executives
Complete Job Description
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