AI Process Innovation Manager

Position Summary

As a Manager within Process, Innovation and Technology (PIT) team, you will serve as the AI Subject Matter Expert (SME) and Business Product Owner for contact center technology supporting the Retail Customer Care organization. In this role, you will lead and collaborate closely with IT and business partners to design, develop, and deploy both legacy systems and advanced AI-powered applications and services. These solutions will span a wide range of contact center and operations support functions, with a focus on accelerating automation, improving agent productivity, and enhancing customer experience.

You will be responsible for leveraging advanced AI skillsets to optimize contact center technology, with a strong emphasis on prompt engineering to develop and refine AI agent responses. Your role will include training AI agents to autonomously execute tasks and continuously improve their performance, as well as automating complex workflows through intelligent orchestration of AI agents. This involves enhancing agent assistance and self-service capabilities using conversational AI, generative AI, implementing agentic AI for autonomous operations, and deploying sophisticated solutions for real-time routing, sentiment analysis, risk detection, and decision support.

Your work will empower our colleagues to deliver responsive, empathetic, and personalized service across all channels, supporting not only external customers but also internal stakeholders and colleagues. This includes assisting stakeholders directly, conducting proactive outreach, and providing valuable support to internal teams to ensure seamless operations and collaboration throughout the organization.

This role requires a passion for AI and continuous improvement, a strategic mindset, strong cross-functional collaboration, and effective communication. You will play a critical role in shaping the future of the contact center experience by optimizing existing technologies and piloting new solutions that simplify interactions and improve performance.

Key Responsibilities

• Serve as the AI SME and Business Product Owner for contact center technologies, ensuring alignment between business goals and application capabilities.
• Design, develop, and deploy AI agents—including prompt-response agents, task-oriented agents, and autonomous agents—to automate workflows and enhance operational efficiency.
• Collaborate with IT and business stakeholders to define requirements, AI use cases, and deliver AI-enabled solutions for operational challenges.
• Lead the deployment, testing, and optimization of generative AI models to support agent-assist, customer self-service, and operational analytics.
• Build and maintain prompt libraries and documentation to support scalable and effective AI deployment.
• Evaluate and pilot emerging contact center technologies—including AI-driven customer support and intelligent self-service.
• Stay current with AI trends, tools, and regulatory developments.
• Mentor cross-functional teams on AI capabilities and best practices.
• Oversee the intake, prioritization, and execution of technology changes—including, but not limited to application releases, upgrades, and Tier 2 incident management—ensuring scalable, sustainable improvements across the contact center environment.
• Identify opportunities for improvement and address breakdowns in contact center processes and technologies by leading remediation efforts and driving performance optimization across systems, workflows, and agent tools.
• Develop and present executive-level insights, recommendations, and performance updates with clarity and impact.
• Foster a culture of innovation, inclusion, and continuous improvement through transparent communication and cross-functional collaboration.
• Position may require up to 15% travel.
• Perform other duties as assigned to support the needs of the team and organization.

Required Qualifications

• A minimum of 1 year of demonstrated experience with generative AI, agentic AI, and emerging technologies in customer service or operational environments.
• A minimum of 1 year of demonstrated experience with prompt engineering, including designing and optimizing prompts for LLMs and deploying AI Agents
• A minimum of 1 year of proven experience serving as a Business Product Owner or similar role, with a demonstrated ability to lead cross-functional initiatives, define and prioritize technology requirements, and deliver scalable solutions.

Preferred Qualifications

• Experience with cloud-based contact center platforms and migration strategies, with knowledge of how core technologies and emerging tools like AI and automation support key contact center functions.
• Strong understanding of core contact center capabilities—such as omni channel customer support, workforce management, quality assurance, and performance tracking—and how technology enables and optimizes these functions.
• Proven track record of leading the successful deployment of technology solutions across contact center teams, ensuring adoption and measurable impact.
• Strong organizational, change and project management skills with attention to detail and follow-through
• Demonstrated ability to communicate effectively with both technical and non-technical stakeholders.
• Ability to analyze data and performance trends to drive decisions and continuous improvement
• Excellent communication and stakeholder management skills.
• Agile Scrum or Lean Six Sigma certification.
• Experience managing technology change intake, prioritization, and execution in a cross-functional environment.
• Experience in incident management and root cause analysis for operational technology issues.

Education

Bachelor's degree or recent certification(s) in Artificial Intelligence, Machine Learning, Neural Networks, Computer Science, Applied AI related fields or equivalent demonstrated work experience