Senior Director, Enterprise Customer Care - AI Strategy

📋 Description

• Define and own AI strategy for Enterprise Care and 6/12-month roadmap.
• Pilot and evaluate AI tools for agent-facing use cases (co-pilot, in-call assist).
• Collaborate with Product/Engineering to move AI tooling to production.
• Design analytics framework with dashboards and actionable signals.
• Own sophistication layer: classify complexity, detect burnout signals.
• Assess data readiness for AI use cases and close gaps where needed.

🎯 Requirements

• 10+ years in customer support/CS ops/enterprise services with 2+ years AI/ML in production.
• Hands-on with AI-assisted tools (Salesforce Einstein, Glance, etc.).
• Ability to work with data: define metrics, query datasets, interpret distributions.
• Judgment on where AI helps vs adds noise; credible with stakeholders.
• Experience partnering with Engineering/Data teams; write clear specs.
• Leadership presence with agents and executives; demonstrate AI ROI.

🎁 Benefits

• Competitive compensation and benefits; total rewards include equity and more.
• Hybrid/hometown collaboration with regional in-office expectations.
• Location-based pay zones and transparency on compensation bands.
• Comprehensive benefits and accommodations for accessibility.