Contact Center AI & Insights Manager

Welcome to ONE! While we're headquartered in sunny Arizona, we've always got travel on our minds.

We're passionate about creating innovative technology and business solutions that transform travel experience.

The Manager, Contact Center AI & Insights will partner with the Vice President, Customer Operations, Technology & Analytics to execute the AI strategy and technology roadmap for contact center innovation.

The role will lead the implementation, adoption, and continuous optimization of AI-powered technologies that enhance agent performance, customer experience, and operational efficiency.

Working closely with Contact Center leadership, Technology, Product, and Analytics teams, this role will maximize the value of AI through automation, conversational intelligence, and data-driven insights.

As the organization's AI subject matter expert for the contact center, this individual will identify opportunities to improve performance, drive AI adoption, and regularly present business outcomes, operational trends, and strategic recommendations to executive leadership.

This opportunity is an onsite role located in Scottsdale, AZ.

Key Responsibilities AI Platform Strategy & Optimization Partner with the Vice President, Customer Operations, Technology & Analytics to execute the AI strategy and technology roadmap for contact center innovation, while managing the day-to-day administration and continuous optimization of AI-powered contact center solutions, including agent assistance, automated coaching, conversation intelligence, quality monitoring, workflow automation, and customer communications.

Configure and optimize AI platforms such as Sense, including prompts, scorecards, coaching models, business rules, and automation workflows to maximize business value.

Evaluate emerging AI technologies, recommend opportunities and priorities based on operational impact and ROI, and partner with vendors on product enhancements.

Contact Center Performance & Continuous Improvement Partner with Contact Center leadership to improve agent performance, customer experience, and operational efficiency through AI-driven coaching, conversational intelligence, and workflow automation.

Identify opportunities to improve quality, compliance, conversion, customer satisfaction, and communication effectiveness across voice, SMS, email, chat, and other customer communication channels.

Recommend and implement process improvements based on AI insights, operational trends, and customer behavior.

Insights & Executive Reporting Develop executive dashboards and recurring business reviews highlighting AI adoption, contact center performance, communication effectiveness, operational trends, business opportunities, and measurable wins.

Present actionable insights and strategic recommendations to executive leadership while tracking key performance indicators including QA, CSAT, AHT, FCR, conversion, automation utilization, and ROI.

Program Leadership & Governance Lead AI initiatives from bu...