Senior Director of AI Applications – Operational Effectiveness

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🕒 October 17, 2025

🌽 Illinois, Texas – Remote

🌽 Illinois – Remote 🤠 Texas – Remote

💵 $185k - $225k / year

⏰ Full Time

🟠 Senior

🤖 Artificial Intelligence

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Harris & Harris

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1968

💸 Finance

🤝 B2B

🏢 Enterprise

💰 Private equity on 2019-11

Finance • B2B • Enterprise

Harris & Harris is a debt collection and accounts receivable management firm that specializes in omnichannel communications and technology-driven recovery solutions for clients across government, toll authorities, healthcare, telecommunications, utilities, and banking. The company emphasizes customized recovery programs, strong security and compliance practices, robust reporting and analytics, and tailored consumer engagement (including mobile/text-to-pay). It offers professional services to increase recovery rates and improve consumer experience while maintaining strict data security and regulatory certifications.

📋 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

🎯 Requirements

• 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%)

🏖️ Benefits

• 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.