Senior Director of AI Applications – Operational Effectiveness

Emploi pas sur LinkedIn

🕒 il y a 12 mois

🌽 Illinois, Texas – Distant

🌽 Illinois – Remote 🤠 Texas – Remote

💵 $185 000 - $225 000 / an

⏰ Temps Plein

🟠 Senior

🤖 Intelligence Artificielle

👻 Score fantôme 35%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Harris & Harris

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 1968

🏥 Santé

💼 Conseil

📦 Logistique

💰 Private equity en 2019-11

Healthcare • Consulting • Logistics

Harris & Harris est une entreprise spécialisée dans le recouvrement de dettes et la gestion des comptes clients, offrant des solutions de recouvrement omnicanal et axées sur la technologie pour des clients gouvernementaux, des autorités de péages, des soins de santé, des télécommunications, des services publics et des banques. L'entreprise met l'accent sur des programmes de recouvrement personnalisés, des pratiques de sécurité et de conformité solides, des rapports et analyses robustes, et un engagement client sur mesure (y compris le paiement mobile/par SMS). Elle propose des services professionnels pour augmenter les taux de recouvrement et améliorer l'expérience client tout en maintenant des normes strictes de sécurité des données et des certifications réglementaires.

Description

• 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

🎯 Exigences

• 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%)

🏖️ Avantages

• 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.