Senior Director, AI Strategy & Support Innovation

About the role

This leader will define and execute the long-term AI strategy for Support, serving as the key connection point between Support, Product, Engineering, Data Science, and business stakeholders. The role is responsible for identifying opportunities where AI can improve customer outcomes, increase operational efficiency, enhance employee productivity, and drive scalable growth across the organization.

What you'll do

• Define and maintain a multi-year AI strategy and roadmap for the Support organization
• Identify emerging AI technologies and assess their potential impact on customer experience, operational efficiency, and business outcomes
• Develop investment and prioritization frameworks to ensure focus on the highest-value opportunities
• Partner closely with Product, Engineering, Data Science, and Business Operations teams to influence priorities and accelerate AI innovation
• Translate support challenges and opportunities into scalable AI-powered solutions

What you need

• 10–18 yrs of experience
• Stakeholder management
• Change management
• Process improvement
• Product strategy
• MBA

Good to have

• Machine learning
• LLMs