Customer Service & Support AI Planning Lead
Core
Lead the evolution of the CSS AI Planning operating model, define AI governance frameworks, and manage centralized planning across all CSS SBUs to align AI investments with strategic priorities.
Role type
Senior IC strategy and planning lead (AI transformation)
Builds
Centralized AI Plan of Record, executive narratives, scorecards, dashboards, and reporting frameworks
Domain
Business operations, AI governance, and strategic planning
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Business program management, operations planning, finance/budgeting, workforce planning, cross-functional program leadership, executive storytelling, AI transformation, AI operations, AI governance, AI investment planning, planning methodology development
Preferred skills
Experience leading complex cross-functional programs in matrixed environments, experience partnering with Finance on forecasting and capacity planning, expertise in executive review development
Technologies
None stated
Responsibilities
Define and maintain AI governance frameworks including decision rights and escalation paths; Establish and maintain the centralized CSS AI Plan of Record across all SBUs; Drive annual, quarterly, and monthly AI planning motions aligned to strategic priorities; Develop executive narratives, scorecards, and dashboards for leadership; Establish reporting frameworks connecting AI investments to business outcomes; Monitor AI initiative health, readiness, and delivery progress; Facilitate resolution of planning conflicts across organizations.
Seniority
Senior, hands-on IC with executive influence
