Manager, AI Transformation - Hybrid

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Position Summary

The Manager of AI Transformation will lead the strategic deployment of AI technologies across call center operations to enhance both customer and agent experiences. This role is responsible for identifying, implementing, and optimizing AI-driven solutions that improve containment, deflection, and operational efficiency. This role will be instrumental in enhancing both the customer and agent experience, while driving measurable improvements in containment, deflection, and operational efficiency.

The ideal candidate will bring a demonstrable history of driving operational efficiency and transformation through partnering with internal and external Technology teams and solutions, with a proven ability to lead cross-functional teams and deliver impactful outcomes and measurable results through data-driven decision-making.

Key Responsibilities

AI Strategy & Execution

* Develop and execute a roadmap for AI transformation in call center environments, aligned with enterprise goals.

* Identify opportunities for AI-driven automation, virtual agents, predictive analytics, and intelligent routing, etc.

* Identify and implement AI use cases that enhance the customer journey and empower agents with real-time tools and insights.

* Partner with IT, operations, and vendor teams to implement scalable AI solutions.

* Continuously monitor and refine AI interactions to ensure high-quality, human-centric experiences.

* Drive end-to-end transformation initiatives, from ideation through execution, using structured methodologies (e.g., Lean, Agile, Prosci).

* Communicate effectively with stakeholders at all levels to build alignment and support.

* Demonstrate the ability to adapt, embrace change, challenge the status quo, and ultimately remain flexible.

* Team Leadership

* Lead a small, high-performing team of analysts and specialists responsible for identifying, designing, testing, deploying, and measuring AI solutions that transform our contact center.

* Drive a high-performance culture by encouraging … and empowering the team for success.

* Foster a collaborative and inclusive team culture that embodies NRG's values:
Do What's Right;
Win Together;
Wow Them;
Stay Curious Be Direct;
Bring Passion.

* Must lead with a mindset of proactiveness, curiosity, innovation, collaboration, and continuous improvement.

* Create a culture of continuous learning and development, where team members are encouraged to grow and challenge themselves.

* Hold accountable, provide mentorship, performance management, and professional development for team members.

* Empowers the team to develop customer-centric strategies and initiatives that contribute to broader organizational goals.

* Normalize challenges as an opportunity for development and collaboration.

* Translate challenges or conflicting perspectives into clear priorities into actional steps for the team.

* Manage conflict constructively, facilitating resolution and maintaining team cohesion.

* Lead with emotional intelligence-demonstrate empathy, active listening, and adaptability to support team members through change and growth.

* Change Management & Adoption

* Develop and execute structured change management methodologies to ensure successful adoption of AI tools across the organization.

* Engage stakeholders across business units to drive alignment and readiness.

* Develop training and communication plans to support transformation efforts.

* Performance Measurement & Optimization

* Define and track KPIs to measure the impact of AI initiatives on customer satisfaction, agent productivity, containment, deflection, retention, and cost savings.

* Conduct post-implementation reviews and continuous optimization based on data insights.

* Provide regular reporting and insights to senior leadership.

Qualifications

* Bachelor's degree in Business,…