Sr. Director of AI Applications & Operational Effectiveness

Key Responsibilities

• 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

Qualification & 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

What You’ll Gain

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

Additional Compensation and Benefits:

At Harris & Harris, we truly care about each employee’s health, wellness, financial stability, and education. We are proud to offer each employee the following benefits:

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