Senior Director, AI Strategy & Support Innovation
Core
Define and execute the long-term AI strategy for the Support organization to improve customer outcomes, operational efficiency, and employee productivity.
Role type
Senior Director, AI Strategy & Support Innovation
Builds
AI-powered support capabilities including intelligent automation, agent assistance, self-service, and autonomous support solutions.
Domain
Enterprise SaaS / Customer Experience Management (Unified-CXM)
Required skills
AI strategy definition, cross-functional program leadership, business transformation, stakeholder management, ROI modeling, change management, governance frameworks
Preferred skills
SaaS environment experience, Product Management, Generative AI, Conversational AI, Knowledge Intelligence, Responsible AI principles
Technologies
Generative AI, Conversational AI, Intelligent Case Routing, Workflow Automation
Responsibilities
Define multi-year AI roadmap, partner with Product/Engineering/Data Science, drive organizational adoption of AI tools, establish governance frameworks, measure business impact via KPIs
Seniority
Senior Director, strategic leadership & cross-functional influence