AI Strategy & Operations Leader

Us Bank; Warszawa; On-site; PLN 400,000 - 700,000; Full time

Job summary

U.S. Bank (Elavon) seeks an Operations AI Strategist to own the AI and agentic decisioning strategy across PMI Operations in Europe and North America, spanning merchant servicing, disputes, digital self-service, and client growth.

This is a business strategy and operating-model leadership role, not a development role. The role leads AI agenda, governance, and blended human-AI workflows for scalable, safe, and value-driven operations.

Responsibilities

• Own the AI and agentic decisioning strategy across PMI Operations, translating business priorities into a portfolio spanning merchant servicing and onboarding, disputes, digital self-service, client growth and retention, and transaction operations.
• Define the AI autonomy framework, including autonomy levels, confidence thresholds, approval and override rules, escalation paths, exception handling, and progression from human-led to AI-led processing.
• Turn operational judgment into decisioning logic, using quality findings, escalations, fallbacks, and exception patterns to refine decision rules, workflows, and the AI roadmap.
• Shape the AI-enabled digital self-service strategy, improving intent capture, IVR containment, deflection, and routing while protecting customer experience, retention, and commercial outcomes.
• Own the AI portfolio and value realization framework, defining success measures, tracking impact across revenue, retention, leakage, cost-to-serve, quality, cycle time, straight-through processing, and automation coverage, driving reuse across regions, and recommending where solutions should scale, evolve, pause, or stop.
• Benchmark AI against human decisioning to determine where autonomy should expand, tighten, or change based on commercial, customer, operational, and control outcomes.
• Champion responsible AI and lead governance, ensuring decisions remain explainable, monitored for bias and drift, audit-ready, and appropriately escalated, while guiding use cases through enterprise AI intake, compliance, inventory registry, model risk, technology, and business change processes.
• Define the blended human-AI operating model and workforce readiness, setting adoption expectations, clarifying how teams supervise and improve AI-enabled work, partnering with Talent and Global L&D on roles and skills, and shaping how AI-agent transactions, evidence standards, and accountability are managed in emerging workflows.

Job description

U.S. Bank (Elavon) seeks an Operations AI Strategist to own the AI and agentic decisioning strategy across PMI Operations in Europe and North America, spanning merchant servicing, disputes, digital self-service, and client growth.

This is a business strategy and operating-model leadership role, not a development role. The role leads AI agenda, governance, and blended human-AI workflows for scalable, safe, and value-driven operations.