Head of AI Operationalization & Transformation

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As Head of AI Operationalization & Transformation in North America Customer Service, you turn selected AI-enabled ideas, prototypes, and technical capabilities into scalable, adopted, and measurable operational solutions.

The role serves as the business-side bridge between AI innovation, process efficiency, IT, analytics, and operations.

It ensures that AI solutions are connected to real service workflows, deployed with practical readiness criteria, adopted by users, and measured against realized business value.

The role complements the existing Heads of Innovation, Process Compliance and Efficiency, Data Analytics, IT, and Business Excellence.

The Head of AI Operationalization & Transformation reports to the Senior Manager, Customer Service Operational Excellence in North America.

Key Responsibilities:

Translate AI Innovation into Operational Capability


* Partner with the Head of Innovation to operationalize selected AI concepts, prototypes, and technical capabilities into scalable operational solutions without assuming ownership of model development, architecture, or technical implementation.


* Define the business problem, user need, workflow impact, and value hypothesis for AI-enabled initiatives before scale-up.


* Ensure AI solutions are connected to real Customer Service pain points, including scheduling, dispatch, service execution, knowledge retrieval, triage, documentation, and operational decision support.


* Assess whether a solution is ready to move from technical proof of concept into operational pilot, controlled rollout, or broader deployment.


* Create a structured intake and prioritization approach for AI-enabled process opportunities, aligned with business value, adoption feasibility, and workflow fit.

Redesign AI-Enabled Workflows


* Analyze current-state service processes only where AI is being considered or deployed, and identify where AI can simplify work, improve decision quality, reduce friction, or increase transparency.


* Design future-state workflows that embed AI naturally into the daily work of field service, dispatch, scheduling, operations management, and support teams.


* Define clear roles, decision points, human-in-the-loop requirements, escalation paths, and process controls for AI-enabled workflows.


* Ensure AI tools improve the way work is performed rather than adding another layer of complexity on top of existing processes.

Drive AI Tool Adoption, User Readiness, and Sustained Usage


* Own the AI adoption model for selected AI-enabled capabilities, including user readiness, communicat...