AI Execution & Program Manager

Reliance Home Comfort; Toronto; Hybrid; CAD 110,000 - 150,000; Full time

Benefits offered by this job

Benefits plan

Career development

Diversity & inclusion

Hybrid work option

Job summary

Reliance Home Comfort is seeking an AI Execution & Program Manager to lead end-to-end AI solution deployments across chatbots, IVR, analytics, and agent‑assist tools. You will coordinate requirements, vendors, testing, rollout, and performance tracking while ensuring alignment with business goals and regulatory standards.

The role emphasizes governance, KPIs, change management, and collaboration with IT, Operations, Sales, Training, and external partners to drive continuous improvement and

Qualifications

• Bachelor's degree in business, technology, engineering, data science, or related field; MBA or advanced degree is an asset.
• 3–5 years of experience in technology implementation, digital transformation, AI/automation, or contact center operations.
• Experience deploying enterprise software or customer-facing technologies; exposure to AI, ML, NLP, or automation tools preferred.
• Familiarity with contact center platforms and tools such as NICE CXone, Salesforce, Dynamics, MuleSoft, and Agentic AI.
• Strong stakeholder management, vendor coordination, and cross-functional leadership skills.

Responsibilities

• Lead deployment of AI solutions across chatbots, virtual agents, generative AI assistants, NLP IVR, and analytics.
• Manage end-to-end implementation including requirements, vendor coordination, configuration, testing, rollout, and performance tracking.
• Align AI initiatives with business goals, customer experience standards, and compliance requirements.
• Oversee development of sentiment analysis, customer insights, and predictive models for operations.
• Monitor AI performance, identify optimization opportunities, and drive continuous improvement.
• Translate data into actionable recommendations for Contact Center leadership and cross-functional partners.
• Coordinate across IT, Operations, Field, Sales, Training, and external vendors as the central project manager.
• Build project plans, timelines, dependencies, risks, and success metrics.
• Define KPIs, validate post-launch performance, and support change management, training, and adoption.
• Gather feedback from frontline teams and customers to refine AI capabilities.
• Identify and prioritize new AI use cases and support business case development.
• Ensure ethical, secure, and sustainable AI deployment through governance frameworks.
• Oversee integration of AI tools with CRM, IVR, NICE, and Power BI.

Skills

Stakeholder management

Cross-functional leadership

Project management

Analytical skills

Communication

Problem solving

Education

Bachelor's degree / MBA

Tools

NICE CXone

Salesforce

Dynamics

MuleSoft

Agentic AI

Job description

Find Your Limitless with Reliance

By joining Reliance as an AI Execution & Program Manager, you’ll become an important Team Member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless – join us!

What do we offer?

• The tools you need to succeed – including the tools for the job as well as training and development programs
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success – the only limit is your potential

• A great benefits plan for you / your family
• Career paths so you can advance in the company
• Awarded Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What will you do?

• Lead the deployment of AI solutions across chatbots, virtual agents, generative AI assistants, natural‑language IVR, predictive analytics, and agent‑assist tools.
• Manage end‑to‑end implementation including requirements, vendor coordination, configuration, testing, rollout, and performance tracking.
• Ensure AI initiatives align with business goals, operational needs, customer experience standards, and compliance requirements.
• Oversee development of sentiment analysis, customer insights, and predictive models that drive operational improvements.
• Monitor AI performance, identify optimization opportunities, and drive continuous improvement.
• Translate data into actionable recommendations for Contact Center leadership, Field Operations, and cross‑functional partners.
• Serve as the central project manager coordinating across IT, Operations, Field, Sales, Training, and external vendors.
• Build and maintain project plans, timelines, dependencies, risks, and success metrics.
• Define KPIs, validate post‑launch performance, and support change management, training, and adoption strategies.
• Gather feedback from frontline teams and customers to refine AI capabilities.
• Identify and prioritize new AI use cases and support business case development.
• Ensure ethical, secure, and sustainable AI deployment through governance frameworks.
• Oversee integration of AI tools with systems such as CRM, IVR, NICE, and Power BI.
• Facilitate cross‑functional workshops to support ideation, planning, and continuous improvement.

What do you bring?

• Bachelor’s degree in business, Technology, Engineering, Data Science, or related field; MBA or advanced degree is an asset.
• 3-5 years of experience in technology implementation, digital transformation, AI/automation, or contact center operations.
• Experience deploying enterprise software or customer‑facing technologies; exposure to AI, machine learning, NLP, or automation tools preferred.
• Familiarity with contact center platforms (IVR, CRM, WFM, QA, telephony) and tools such as NICE CXone, Salesforce, Dynamics, MuleSoft, and Agentic AI.
• Strong stakeholder management, vendor coordination, and cross‑functional leadership skills.
• Understanding of data privacy, compliance, and ethical AI principles.
• Ability to translate operational needs into technical requirements and assess vendor capabilities.
• Strong analytical skills with experience using dashboards, KPIs, and performance insights.
• Comfortable partnering with data teams and solution architects to ensure scalable designs.
• Proven track record managing complex, multi‑team technology projects from concept to rollout.
• Highly organized, able to manage competing priorities and deliver on tight timelines.
• Strong communicator capable of influencing at all levels and driving alignment.
• Proactive, results‑oriented, and skilled at navigating ambiguity.
• Customer‑centric mindset with a passion for improving frontline and customer experiences.

Why Reliance?

As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort® (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.

This post is for new vacancy.

We use AI enabled tools to support parts of our selection process; however, every hiring decision is reviewed and finalized by our people.

Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

For more information, please visit www.reliancehomecomfort.com.

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