Remote Senior Director, AI-Driven Ops & CX

Harris & Harris, Ltd.; Chicago (IL); Remote; USD 185,000 - 225,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K matching

Tuition Reimbursement

Paid Time Off

Disability Insurance

Job summary

Harris & Harris, Ltd. in Chicago, IL, seeks a Sr. Director of AI Applications & Operational Effectiveness to lead AI-driven transformation across inbound/outbound channels, workforce productivity, and process automation.

You will own AI use cases, ROI, and the transformation roadmap driving customer engagement and efficiency. The role leads a shared services team delivering on the enterprise AI agenda, aligning people, processes, and systems to achieve operational excellence and superior

Qualifications

• Bachelor’s degree in Business, Engineering, Computer Science, Operations, or related field.
• 5+ years in customer operations, digital transformation, or AI-enabled operations.
• Experience managing remote or distributed teams.
• Strong analytical mindset; comfort with metrics, dashboards; SQL and Snowflake a plus.
• Proficiency with MS Office (Excel, PowerPoint, Word).
• Experience in vendor management, procurement, contracting, and vendor partnerships oversight.
• Excellent communication skills—capable of translating technical concepts to senior executives and stakeholders.
• Change management expertise; ability to drive adoption in complex environments.
• Prior contact center operations experience desirable.
• Willingness to travel up to 25%.

Responsibilities

• Lead the conceptualization, development, deployment, and adoption of AI-enabled tools and solutions for employees and customers.
• Be the organizational expert in trends, technologies, risks, and opportunities in AI, automation, and contact centers.
• Create robust business cases to justify initiatives, balancing cost, benefit, and risk.
• Define, monitor, and analyze KPIs to drive iterative improvements and actions.
• Benchmark operations against best practices to identify gaps and transform processes.
• Design strategies to improve process efficiency across channels.
• Evaluate and deploy best-in-class tools for process automation and knowledge management.
• Own continuous improvement for inbound virtual agents and their learning.
• Manage roadmaps of process improvements and automation initiatives across channels.
• Oversee workforce planning, scheduling, dialer management, and capacity optimization in contact centers.

Skills

Analytical mindset

Excellent communication

Change management

Leadership

Multi-tasking

Travel willingness

Education

Bachelor’s degree in Business, Engineering, CS, Operations, or related

Tools

SQL

Snowflake

MS Office

Job description

Harris & Harris, Ltd. in Chicago, IL, seeks a Sr. Director of AI Applications & Operational Effectiveness to lead AI-driven transformation across inbound/outbound channels, workforce productivity, and process automation.

You will own AI use cases, ROI, and the transformation roadmap driving customer engagement and efficiency. The role leads a shared services team delivering on the enterprise AI agenda, aligning people, processes, and systems to achieve operational excellence and superior