Director, AI Enablement

Accountabilities:

• Define and lead the enterprise AI strategy across customer experience journeys, ensuring alignment with business priorities and measurable outcomes.

• Identify, evaluate, and prioritize AI use cases based on Voice of Customer insights, journey analytics, operational drivers, and impact potential.

• Ensure AI solutions are designed to reduce friction, improve clarity, and enhance customer trust rather than focusing solely on automation.

• Partner closely with data science, engineering, product, and operations teams to move AI initiatives from concept through design, development, and scaled deployment.

• Guide solution architecture to ensure AI models are operationally viable, explainable, and effectively embedded into live customer experience systems.

• Establish and enforce AI governance frameworks, including risk management, compliance, lifecycle ownership, and performance monitoring.

• Measure and validate the impact of AI initiatives on both customer outcomes and business performance, ensuring continuous improvement.

• Lead, develop, and manage a high-performing team, including hiring, coaching, performance management, and organizational development.

• Influence senior stakeholders across CX, technology, product, and operations functions without direct ownership.

Requirements

• Bachelor’s degree required; background in technical, data, analytics, or engineering disciplines strongly preferred.

• 12+ years of experience in AI, advanced analytics, customer experience technology, or digital transformation roles.

• Proven experience leading AI-driven CX systems, including decisioning logic, orchestration frameworks, and performance monitoring.

• Hands-on expertise applying AI/ML in customer-facing environments, including NLP, predictive models, and automation systems with human-in-the-loop controls.

• Strong understanding of AI governance, including explainability, compliance, risk management, and lifecycle oversight.

• Demonstrated ability to translate complex technical outputs into clear business and customer experience outcomes.

• Experience collaborating across product, data, and contact center teams to embed AI into operational systems.

• Strong leadership, communication, and stakeholder influence skills in complex, matrixed environments.

• Strategic mindset with the ability to balance innovation, scalability, and responsible AI deployment.

Benefits

• Competitive salary range: $144,000 – $191,000 annually

• Performance-based incentives and restricted stock units

• Medical, dental, and vision insurance coverage

• Health Savings Account (HSA) contributions and matching

• Dependent care Flexible Spending Account (FSA) matching

• Uncapped paid time off

• Paid parental leave

• 401(k) retirement plan with employer match

• Wellness programs, fitness reimbursement, and incentives

• Education assistance and tuition support

• Financial literacy programs for personal and healthcare planning

• Remote-first work model with structured onboarding experience and periodic in-person sessions

• Travel and accommodation support for required onboarding events.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
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