Dir, Operations

05-Nov-2025

Director, AI Program Leader - Customer Success

US Remote

10512

Company Summary

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work.

Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress.

Business Summary

Deltek's award winning Support Services team provides best-in-class assistance to Deltek's customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!

Position Responsibilities

The Director, AI Program Leader - Customer Success will build, scale, and lead Deltek's AI Center of Excellence, driving innovation, operational efficiency, and strategic alignment across global teams. This role is responsible for defining and executing a comprehensive GenAI strategy tailored for post-sales functions, championing enterprise-wide AI transformation initiatives, and positioning Deltek as a leader in enterprise AI. The Director will collaborate with cross-functional leaders to identify high-impact GenAI use cases, deliver measurable improvements in process efficiency and customer satisfaction, and foster a culture of experimentation and ethical AI use.

Strategic Leadership

• Build, scale, and lead the AI Center of Excellence for Post-Sales Functions, driving innovation, operational efficiency, and strategic alignment across global teams
• Define and execute a comprehensive GenAI internal use strategy tailored for Post Sales functions
• Continuously monitor and analyze emerging industry and technology trends, opportunities, and risks in the GenAI landscape
• Provide strategic insights and recommendations to leverage new technologies and mitigate potential risk

• Spearhead enterprise-wide AI transformation initiatives, delivering measurable improvements in process efficiency, workforce enablement, and customer satisfaction
• Leverage industry best practices and emerging technology trends to position Deltek as a leader in enterprise AI
• Collaborate with cross-functional leaders & key stake holders to identify & prioritize high-impact GenAI use cases

• Lead the design, development, and deployment of GenAI solutions across post sales functions
• Champion AI-powered enhancements such as automated case summaries, intelligent response drafting, and predictive analytics for customer engagement

• Develop and roll out training programs to elevate GenAI literacy across the Customer Success organization
• Promote responsible use of GenAI through education, peer-to-peer knowledge sharing, and continuous learning initiatives

• Establish governance frameworks for GenAI initiatives, including funding, cost tracking, and business value measurement
• Serve as a key liaison to the GenAI Governance Group and Steering Committee to ensure alignment with enterprise-wide AI policies

• Foster a culture of experimentation, innovation, and ethical AI use
• Encourage rapid exploration of emerging tools and technologies to stay ahead of industry trend
• Foster adoption of GenAI tools like Copilot agents, Claude Code, and Coveo AI search to streamline workflows and improve service delivery

Qualifications

• Bachelor's degree in computer science, computer engineering, AI, Data Science, or related field including Electrical Engineering or Electronics Engineering.
• 10+ years of experience in technology including 3+ years in AI/ML or Data Science.
• Hands-on coding experience is required; proven experience in building and deploying AI-based solutions is strongly preferred.
• Experience designing and developing Agentic AI applications is highly desirable. Proven experience in cloud platforms (Azure, AWS, GCP) and MLOps frameworks.
• Strong strategic thinking, program management, and executive presence.
• Deep understanding of GenAI technologies and their enterprise applications.
• Familiarity with AI ethics, governance, and regulatory considerations.
• US Citizenship is required.

• Hands-on experience with designing, developing and deploying GenAI and Agentic AI solutions,…