As the
Senior Director, AI Applications and Operational Effectiveness, you will lead the charge in translating AI investments into measurable business value across inbound/outbound channels, workforce productivity, process automation, and contact center optimization. You will own AI use cases, measurable ROI, and the transformation roadmap that propels Harris & Harris into the future of customer engagement.
You will lead a high-impact shared services team, charged with executing on the enterprise AI agenda, driving continuous improvement, and aligning our people, processes, and systems to deliver operational excellence and customer delight. Your insights, decisions, and collaborations will be central to our competitive advantage and enduring success.
Schedule: Regular business hours are 8:00am to 5:00pm Monday through Friday, after hours or weekend work may be required
Location: can work remote in most areas of the United States, or in our offices in Dallas, TX or Chicago, IL
Salary: $185,000.00 to $225,000.00 annually, with bonus potential
Additional Compensation and Benefits:At Harris & Harris, we truly care about each employee's health, wellness, financial stability, and education. We are proud to offer each employee the following benefits:
- Medical, Dental, and Vision insurances from premium providers
- 401K with matching
- Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance
- Tuition Reimbursement
- Paid Time Off
- Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.
Key Responsibilities- Lead the conceptualization, development, deployment, and adoption of AI-enabled tools and solutions that create seamless, low-friction experiences for employees and consumers
- Be the organizational expert in emerging trends, competitive technologies, associated risks, and strategic opportunities in AI, automation, and contact center domains
- Create robust business cases to justify new initiatives, process changes, or technology investments-balancing cost, benefit, and risk
- Define, monitor, and analyze key performance metrics, using insights to drive iterative improvements and corrective actions
- Benchmark and evaluate internal operations against industry best practices to identify gaps and lead transformation
- Design and execute strategies to improve process efficiency, throughput, and quality across communication channels
- Evaluate, source, and deploy best-in-class tools aimed at process automation, knowledge management, and AI augmentation
- Own the continual improvement agenda for inbound virtual agents, ensuring their performance, learning, and adaptability
- Define and manage a road map of process improvements and automation initiatives across channels
- Oversee workforce planning, scheduling, dialer/campaign management, and capacity optimization efforts in contact center operations
- Drive deployment of technology (including AI, machine learning, knowledge management systems) to increase agent knowledge, productivity, and performance
- Work closely with cross-functional partners-IT, Analytics, HR/Training, Quality, Product-to align strategy, deliver projects, and sustain performance gains
- Post-implementation, rigorously monitor results, course-correct, and report on outcomes and ROI
- Lead by example: promote a culture of innovation, accountability, collaboration, and continuous improvement throughout your teams
Key Requirements & Qualifications- Bachelor's degree (Business, Engineering, Computer Science, Operations, or related) or equivalent experience
- 5+ years of experience in customer operations, digital transformation, process improvement, or AI-enabled operations-preferably in a service or financial services organization
- Experience managing remote or distributed teams
- Strong analytical mindset: comfort working with metrics, dashboards, root cause analyses; experience with SQL and Snowflake is a plus
- Proficiency with MS Office (Excel, PowerPoint, Word)
- Experience in vendor management, technology procurement, contracting, and vendor partnership oversight
- Excellent communication skills-capable of translating technical concepts to senior executives, non-technical stakeholders, and cross-disciplinary partners
- Change management expertise; experience driving adoption and behavior change in complex environments
- Prior contact center operations experience is highly desirable
- Ability to multi-task and prioritize conflicting demands under ambiguity
- Willingness to travel up to 25% (on average ~10-15%)
What You'll Gain- A pivotal and visible leadership role at the intersection of AI and operations
- The opportunity to define and execute the strategy that shapes how we engage with consumers
- Significant influence over technology investments, process transformation, and performance outcomes
- A collaborative, forward-looking culture that values innovation, experimentation, and accountability
- Competitive compensation, bonus structure, and benefits aligned with delivering measurable impact
- Room for growth and evolving scope as the organization scales
If you're passionate about marrying AI, operations, and customer experience-and eager to lead transformational work that delivers real business value-
we want to hear from you.
