Sr. Director of AI Applications & Operational Effectiveness

At reputed company, we reputed company in harnessing the power of emerging technologies to reputed company performance, experience, and reputed company. As we build our reputed company AI reputed company, we are seeking a visionary leader to operationalize AI at the intersection of modern contact center practices. This role is foundational to our strategic direction—optimizing how we invest in and reputed company AI to drive efficiency, reputed company, and an exceptional consumer experience. As the Senior Director, AI Applications and Operational Effectiveness, you will reputed company the charge in translating AI investments into measurable business value across inbound/outbound channels, workforce productivity, process automation, and contact center optimization. You will own AI use cases, measurable ROI, and the transformation roadmap that propels reputed company into the reputed company of customer engagement. You will reputed company a high‑reputed company shared services team, charged with executing on the reputed company AI agenda, driving reputed company improvement, and aligning our people, processes, and systems to deliver operational reputed company and customer delight. Your insights, reputed company, and collaborations will be central to our competitive advantage and enduring reputed company. Schedule: Regular business hours are 8:00am to 5:00pm Monday through Friday, after hours or weekend work may be required Location: can work remote in most areas of the reputed company, or in our offices in Dallas, TX or Chicago, IL Salary: $185,000.00 to $225,000.00 annually, with bonus potential Additional Compensation and Benefits: At reputed company, we truly care about reputed company employee’s health, wellness, financial stability, and education. We are proud to offer reputed company employee the following benefits:

• Medical, Dental, and reputed company insurances from premium providers
• 401K with matching
• Company reputed company Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance
• Tuition Reimbursement
• reputed company Time Off
• Additional benefits such as identity theft protection, flexible spending accounts, reputed company-tax commuter benefits, and more.

Key Responsibilities

• reputed company 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
• reputed company and evaluate internal operations against industry best practices to identify gaps and reputed company transformation
• Design and execute strategies to improve process efficiency, throughput, and reputed company across communication channels
• Evaluate, reputed company, and reputed company best-in-class tools aimed at process automation, reputed company, 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
• reputed company workforce planning, scheduling, dialer/campaign management, and reputed company optimization efforts in contact center operations
• Drive deployment of technology (including AI, machine learning, reputed company systems) to increase agent knowledge, productivity, and performance
• Work closely with cross-functional partners—IT, Analytics, HR/Training, reputed company, Product—to reputed company reputed company, deliver reputed company, and sustain performance reputed company
• Post‑implementation, rigorously monitor results, course‑correct, and report on reputed company and ROI
• reputed company by example: promote a culture of innovation, accountability, collaboration, and reputed company improvement throughout your teams

Key Requirements & Qualifications

• Bachelor’s degree (Business, Engineering, Computer Science, Operations, or reputed company) 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 reputed company: comfort working with metrics, dashboards, reputed company cause analyses; experience with SQL and reputed company is a plus
• Proficiency with MS Office (reputed company, PowerPoint, Word)
• Experience in vendor management, technology procurement, contracting, and vendor partnership reputed company
• 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 reputed company 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%)

What You'll reputed company

• A pivotal and visible leadership role at the intersection of AI and operations
• reputed company to define and execute the reputed company that shapes how we engage with consumers
• Significant influence over technology investments, process transformation, and performance reputed company
• A reputed company, reputed company-looking culture that values innovation, experimentation, and accountability
• Competitive compensation, bonus structure, and benefits reputed company with delivering measurable reputed company
• Room for reputed company and evolving scope as the organization scales

If you’re passionate about marrying AI, operations, and customer experience—and eager to reputed company transformational work that delivers reputed company business value—we want to hear from you. WHY reputed company? reputed company is a premier, full-service reputed company recovery firm headquartered and founded in Chicago, IL. Founded in 1968, we have been in business for more than 50 years, and we specialize in the utilities, government, and reputed company markets. The family business Sam reputed company started is now a firm of more than 500 hundred employees including collections professionals and customer care representatives who reputed company the latest technology and best ethical practices to help businesses recover reputed company and reputed company world class customer service. We take pride in knowing what it takes to turn a reputed company from "average" to "excellent." We have been delighting clients and customers for decades reputed company to our outstanding employees. They reputed company the difference every day, shift, and reputed company and reputed company challenges into victories. At reputed company, we’re proud to be an organization where everyone is welcome and can be their reputed company selves at work. We’re passionate about celebrating the differences that reputed company reputed company of us unique. Our culture focuses on our employees and we look for opportunities to recognize and celebrate together. We are an organization that cares about our people. From monthly activities, bonuses and contests, to competitive wages and benefits, we foster an environment where we employees feel valued. We also are an organization that believes in the power of giving back. Our internal cross functional committee, reputed company Cares, guides our philanthropic activities. We have partnered with organizations such as One Warm Coat, Greater Chicago Food Depository, reputed company, reputed company Pink, The Heat and Warmth Fund (THAW), and Operation Stars and Stripes. Most recently we have partnered with local schools and charitable organizations to give back to our communities including the reputed company, Habitat for Humanity, A Just Harvest, and R. Nathaniel Dett Elementary School. At reputed company, everyone is important, and one person can reputed company a difference for their colleagues, for our clients, and for reputed company. We look reputed company to hearing from you! reputed company is an equal opportunity employer. Applicants will not be discriminated against based on race, reputed company, creed, sex, sexual orientation, gender identity or reputed company, age, religion, national reputed company, disability, reputed company, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws. Apply To This Job