Senior Director of AI Applications – Operational Effectiveness

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🕒 vor 8 Monaten

🌽 Illinois, Texas – Remote

🌽 Illinois – Remote 🤠 Texas – Remote

💵 €185.000 - €225.000 / Jahr

⏰ Vollzeit

🟠 Senior

🤖 Künstliche Intelligenz

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Harris & Harris

WebsiteLinkedInAlle Stellen

501 - 1000 Mitarbeiter

Gegründet 1968

💸 Finanzen

🤝 B2B

🏢 Unternehmen

💰 Private equity im 2019-11

Finance • B2B • Enterprise

Harris & Harris ist ein Inkasso- und Forderungsmanagementunternehmen, das sich auf Omnichannel-Kommunikation und technologiegetriebene Rückgewinnungslösungen für Kunden aus den Bereichen Regierung, Mautbehörden, Gesundheitswesen, Telekommunikation, Versorgungsunternehmen und Banken spezialisiert hat. Das Unternehmen legt Wert auf maßgeschneiderte Rückgewinnungsprogramme, hohe Sicherheits- und Compliance-Standards, umfassendes Reporting und Analytik sowie maßgeschneiderte Kundenansprachen (einschließlich mobiler Bezahlmethoden per SMS). Es bietet professionelle Dienstleistungen, um Rückgewinnungsquoten zu steigern und das Kundenerlebnis zu verbessern, während es strenge Datensicherheits- und regulatorische Zertifizierungen einhält.

Beschreibung

• Lead the conceptualization, development, deployment, and adoption of AI‑enabled tools and solutions that create seamless, low‑friction experiences for employees and consumers • Be the organizational expert in emerging trends, competitive technologies, associated risks, and strategic opportunities in AI, automation, and contact center domains • Create robust business cases to justify new initiatives, process changes, or technology investments—balancing cost, benefit, and risk • Define, monitor, and analyze key performance metrics, using insights to drive iterative improvements and corrective actions • Benchmark and evaluate internal operations against industry best practices to identify gaps and lead transformation • Design and execute strategies to improve process efficiency, throughput, and quality across communication channels • Evaluate, source, and deploy best-in-class tools aimed at process automation, knowledge management, and AI augmentation • Own the continual improvement agenda for inbound virtual agents, ensuring their performance, learning, and adaptability • Define and manage a road map of process improvements and automation initiatives across channels • Oversee workforce planning, scheduling, dialer/campaign management, and capacity optimization efforts in contact center operations • Drive deployment of technology (including AI, machine learning, knowledge management systems) to increase agent knowledge, productivity, and performance • Work closely with cross-functional partners—IT, Analytics, HR/Training, Quality, Product—to align strategy, deliver projects, and sustain performance gains • Post‑implementation, rigorously monitor results, course‑correct, and report on outcomes and ROI • Lead by example: promote a culture of innovation, accountability, collaboration, and continuous improvement throughout your teams

🎯 Anforderungen

• Bachelor’s degree (Business, Engineering, Computer Science, Operations, or related) or equivalent experience • 5+ years of experience in customer operations, digital transformation, process improvement, or AI-enabled operations—preferably in a service or financial services organization • Experience managing remote or distributed teams • Strong analytical mindset: comfort working with metrics, dashboards, root cause analyses; experience with SQL and Snowflake is a plus • Proficiency with MS Office (Excel, PowerPoint, Word) • Experience in vendor management, technology procurement, contracting, and vendor partnership oversight • Excellent communication skills—capable of translating technical concepts to senior executives, non-technical stakeholders, and cross-disciplinary partners • Change management expertise; experience driving adoption and behavior change in complex environments • Prior contact center operations experience is highly desirable • Ability to multi-task and prioritize conflicting demands under ambiguity • Willingness to travel up to 25% (on average ~10–15%)

🏖️ Vorteile

• Medical, Dental, and Vision insurances from premium providers • 401K with matching • Company paid Accident and Disability Insurance • Long Term Disability Insurance • EAP • Travel Assistance • Tuition Reimbursement • Paid Time Off • Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.