Director, IT & AI Systems

BBB National Programs is where businesses turn to enhance consumer trust and consumers are heard.

This role requires a minimum of three in-office days per week in McLean, VA to perform the essential functions of the position.

BBB National Programs, a non-profit organization, is the home of U.S. independent industry self-regulation, currently operating more than 20 globally recognized programs that have been helping enhance consumer trust in business for more than 50 years. These programs provide third‑party accountability and dispute resolution services that address existing and emerging industry issues, create fair competition for businesses, and a better experience for consumers.

BBB National Programs continues to evolve its work and grow its impact by providing business guidance and fostering best practices in advertising, child‑and‑teen‑directed marketing, data privacy, dispute resolution, automobile warranty, technology, and emerging areas.

The Director, IT & AI Intelligent Systems serves as BBB National Programs' subject matter expert on artificial intelligence designing, building, orchestrating and executing AI capabilities and integration across the organization's product portfolio and partner ecosystem. The Director role is hands‑on, personally designing, building, and rolling out solutions to execute the AI strategy, rather than directing a team to deliver them. This role serves as the central integration point for AI across the organization's technology ecosystem, connecting capabilities, platforms, and vendors into a coherent whole rather than owning any single piece in isolation.

The Director is responsible for weaving AI into and across existing systems including the Decisions low‑code platform, the AWS AI/ML estate, and any future tools so that AI adoption happens as an integrated capability. The Director will translate business needs across our Programs and Corporate Functions into AI‑powered solutions leveraging vendor relationships, cloud‑native services, and emerging AI frameworks to deliver measurable outcomes aligned with BBB National Programs' mission.

• Execute the multi‑year AI roadmap across BBB National Programs' ecosystem
• Identify, prioritize, and justify AI use cases in collaboration with leadership
• Present AI strategy, progress, and ROI to the CIO
• Stay current on AI/ML advancements

• Design and deploy agentic workflows, LLM integrations, and intelligent automation pipelines using AWS Bedrock, Step Functions, Lambda, and connected APIs
• Integrate AI capabilities with the Decisions low‑code platform and existing systems via API orchestration
• Build and manage retrieval‑augmented generation (RAG) pipelines, vector databases, and prompt engineering frameworks
• Evaluate and select AI tools, models, and platforms appropriate to each use case (build vs. buy vs. configure)
• Connect Power BI to the AI/ML estate to enable natural‑language querying, automated insight generation, and predictive visuals — evolving reporting from static dashboards into an AI‑connected decision layer

• Serve as the primary relationship owner and technical point of contact with the Decisions platform vendor
• Define technical requirements, acceptance criteria, and delivery standards for all outsourced Decisions development work
• Manage vendor SLAs, sprint reviews, and escalation processes to ensure quality and alignment with BBB objectives
• Maintain institutional knowledge of all Decisions‑based workflows, configurations, and integrations
• Ensure cost‑effective, secure, and scalable use of cloud AI resources in alignment with AWS best practices
• Collaborate with IT and security teams on access controls, data governance, and compliance within the AWS environment

• Build AI literacy across business units through training, workshops, and accessible documentation
• Partner with leaders to embed AI tools into day‑to‑day workflows
• Champion adoption of AI‑powered capabilities and manage organizational change effectively

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