Director, AI & Contact Center Innovation (Remote)

Jobtome; Los Angeles (CA); Hybrid; USD 170,000 - 225,000; Full time

Benefits offered by this job

Relocation assistance

Comprehensive benefits package

Job summary

Jobtome seeks a Director of Product-AI & Contact Center to lead strategy and modernization across enterprise customer service technologies, AI-enabled platforms, and automation initiatives. This role requires driving multi-year roadmaps, influencing executive stakeholders, and delivering measurable business outcomes in a large-scale contact center environment.

The ideal candidate brings deep product management experience in customer service tech, recent AI/automation leadership, and the ability

Qualifications

• Demonstrated success leading product, technology, or transformation initiatives within large-scale contact center environments.
• Experience supporting 2,000+ agents across omnichannel operations is strongly preferred.
• Bachelor's Degree required.

Responsibilities

• Define and execute the long-term product vision and roadmap for enterprise customer service technologies and supporting platforms.
• Lead modernization and transformation initiatives across customer interaction technologies, self-service capabilities, workforce enablement tools, and AI-powered solutions.
• Establish product strategy, portfolio governance, investment priorities, and success metrics.
• Drive adoption of intelligent automation, conversational AI, virtual assistants, workflow orchestration, agent productivity solutions, predictive analytics, and decision-support capabilities.
• Translate customer, employee, operational, and business insights into scalable product investments and measurable outcomes.
• Partner with engineering, architecture, UX, analytics, operations, and executive stakeholders to deliver strategic initiatives.
• Build business cases, prioritize investments, and align cross-functional stakeholders around enterprise objectives.
• Establish and mature product operating models, Agile delivery practices, and governance frameworks.
• Influence large matrixed organizations and drive results through collaboration rather than direct authority.

Skills

Contact center experience

Product management

AI

Executive communication

Agile delivery

Leadership

Education

Bachelor's Degree

Tools

CRM systems

CX platforms

Workflow orchestration

AI-enabled interaction platforms

Job description

Jobtome seeks a Director of Product-AI & Contact Center to lead strategy and modernization across enterprise customer service technologies, AI-enabled platforms, and automation initiatives. This role requires driving multi-year roadmaps, influencing executive stakeholders, and delivering measurable business outcomes in a large-scale contact center environment.

The ideal candidate brings deep product management experience in customer service tech, recent AI/automation leadership, and the ability