GE Appliances, a Haier company
Director, Digital Innovations - Contact Center AI Strategy & Operations
GE Appliances, a Haier company, Louisville, Kentucky, us, 40201
Overview
Director, Digital Innovations - Contact Center AI Strategy & Operations — Join to apply for the Director, Digital Innovations - Contact Center AI Strategy & Operations role at GE Appliances, a Haier company. The organization is focused on transforming consumer and customer support operations through AI-driven technologies, digital tools, and automation. The Director will lead a tech-focused organization spanning AI bot development, digital automation, and remote workforce enablement, directly managing an IT leader, their team, and multiple AI specialists. This role will develop and execute an enterprise AI strategy across the contact center, including Service, Home Delivery, Parts, Builder Support, Direct-to-Consumer Sales, and emerging Microenterprises, with a multi-year roadmap to shift from human-heavy to digital-first customer experiences and drive productivity gains. Responsibilities
Evaluating AI tools for performance, suitability, and cost efficiency. Managing budgets for AI implementation and operations. Driving measurable improvements in productivity, revenue, and owner experience. Building and leading a dedicated AI and Digital Innovation team (LLM prompt design, conversational AI, process automation) and overseeing the IT leader managing the technology enablement team (remote agent support, hardware deployment, cloud-based telephony, and operational reporting). Leading AI governance and innovation within defined guardrails, in collaboration with the Digital Transformation team to ensure alignment with enterprise standards and ethical frameworks. Developing an AI transformation roadmap (3–7 years) and delivering scalable AI use cases to improve deflection, agent productivity, and customer satisfaction. Leading vendor selection, contract negotiation, and lifecycle management with DT, Procurement, and Legal. Collaborating with cross-functional teams to ensure secure, compliant, scalable AI solutions that integrate with other enterprise systems. Managing change management and adoption, including training materials and dashboards to measure AI maturity and impact. AI Team Leadership (30%)
Building and managing a high-performing team of AI specialists; establishing governance for model training, ethical use, performance evaluation, and bias detection. Monitoring AI solution performance using KPIs such as containment rate, AHT, FCR, and CSAT. Remote Workforce Enablement (10%)
Managing the contact center Digital Technology team to meet daily DT needs (15 direct reports in the IT leadership role). Overseeing remote equipment logistics (laptops, phones, headsets, network support) to enable work from anywhere. Managing light scripting/programming resources for workforce automation (dashboards, form-fillers, API integrations for ticketing systems). Cross-Functional Collaboration (10%)
Partnering with DT, HR, Customer Experience, Field Service, and Warranty Operations to ensure secure, scalable AI solutions that enhance the end-to-end service journey. Coordinating with 3rd-party vendors and platforms (chatbots, agent-assist, knowledge tools) to optimize technologies. Serving as liaison between Contact Center and DT for AI, ensuring integrations align with enterprise strategy and security frameworks. Change Management & Adoption (10%)
Leading organizational change to support rollout and adoption of digital tools across frontline agents, team leads, and supervisors. Designing training materials and workflows for AI tool integration into the contact center ecosystem. Developing dashboards and scorecards to measure adoption, usage, and impact metrics (automation rate, tool engagement, business outcomes). What You 20ll Bring to Our Team
Basic Qualifications
Technical understanding of AI and Machine Learning; strong grasp of concepts and applications for informed decision-making and stakeholder communication. Bachelor’s or Master’s degree in Business, Engineering, Computer Science, or related field, or equivalent experience. 10+ years of relevant business experience including contact center operations or digital transformation with focus on automated customer support. 3+ years leading AI/ML implementations in customer service settings (voice and chat automation). Strong business acumen and understanding of customer care metrics, operations, and tools relevant to consumer support. Experience building and leading cross-functional teams with technical and operational responsibilities. Familiarity with scripting (Python, JavaScript) or process automation (RPA). Strategic thinker with execution bias and strong communication across technical and non-technical stakeholders. Proven ability to drive measurable operational improvements via technology and automation. Passion for AI innovation and leveraging automation to transform business. Preferred Qualifications
Familiarity with contact center platforms (cloud telephony, Salesforce Service Cloud, Oracle) and chatbot frameworks. Experience in consumer durables, home appliances, or electronics industries. Background in remote agent workforce support, including logistics and IT coordination. Knowledge of LLM technologies, prompt engineering, and chatbot design. Passion for empowering customers and frontline employees through intelligent tools and automation. Working Conditions
Standard office role. Occasional overtime/weekend work. Our Culture
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. GE Appliances participates in E-Verify and will provide Form I-9 information to verify eligibility to work in the U.S. If you are an individual with a disability and need assistance or accommodation to use our website or apply, please email ask.recruiting@geappliances.com. Location
Louisville, KY
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Director, Digital Innovations - Contact Center AI Strategy & Operations — Join to apply for the Director, Digital Innovations - Contact Center AI Strategy & Operations role at GE Appliances, a Haier company. The organization is focused on transforming consumer and customer support operations through AI-driven technologies, digital tools, and automation. The Director will lead a tech-focused organization spanning AI bot development, digital automation, and remote workforce enablement, directly managing an IT leader, their team, and multiple AI specialists. This role will develop and execute an enterprise AI strategy across the contact center, including Service, Home Delivery, Parts, Builder Support, Direct-to-Consumer Sales, and emerging Microenterprises, with a multi-year roadmap to shift from human-heavy to digital-first customer experiences and drive productivity gains. Responsibilities
Evaluating AI tools for performance, suitability, and cost efficiency. Managing budgets for AI implementation and operations. Driving measurable improvements in productivity, revenue, and owner experience. Building and leading a dedicated AI and Digital Innovation team (LLM prompt design, conversational AI, process automation) and overseeing the IT leader managing the technology enablement team (remote agent support, hardware deployment, cloud-based telephony, and operational reporting). Leading AI governance and innovation within defined guardrails, in collaboration with the Digital Transformation team to ensure alignment with enterprise standards and ethical frameworks. Developing an AI transformation roadmap (3–7 years) and delivering scalable AI use cases to improve deflection, agent productivity, and customer satisfaction. Leading vendor selection, contract negotiation, and lifecycle management with DT, Procurement, and Legal. Collaborating with cross-functional teams to ensure secure, compliant, scalable AI solutions that integrate with other enterprise systems. Managing change management and adoption, including training materials and dashboards to measure AI maturity and impact. AI Team Leadership (30%)
Building and managing a high-performing team of AI specialists; establishing governance for model training, ethical use, performance evaluation, and bias detection. Monitoring AI solution performance using KPIs such as containment rate, AHT, FCR, and CSAT. Remote Workforce Enablement (10%)
Managing the contact center Digital Technology team to meet daily DT needs (15 direct reports in the IT leadership role). Overseeing remote equipment logistics (laptops, phones, headsets, network support) to enable work from anywhere. Managing light scripting/programming resources for workforce automation (dashboards, form-fillers, API integrations for ticketing systems). Cross-Functional Collaboration (10%)
Partnering with DT, HR, Customer Experience, Field Service, and Warranty Operations to ensure secure, scalable AI solutions that enhance the end-to-end service journey. Coordinating with 3rd-party vendors and platforms (chatbots, agent-assist, knowledge tools) to optimize technologies. Serving as liaison between Contact Center and DT for AI, ensuring integrations align with enterprise strategy and security frameworks. Change Management & Adoption (10%)
Leading organizational change to support rollout and adoption of digital tools across frontline agents, team leads, and supervisors. Designing training materials and workflows for AI tool integration into the contact center ecosystem. Developing dashboards and scorecards to measure adoption, usage, and impact metrics (automation rate, tool engagement, business outcomes). What You 20ll Bring to Our Team
Basic Qualifications
Technical understanding of AI and Machine Learning; strong grasp of concepts and applications for informed decision-making and stakeholder communication. Bachelor’s or Master’s degree in Business, Engineering, Computer Science, or related field, or equivalent experience. 10+ years of relevant business experience including contact center operations or digital transformation with focus on automated customer support. 3+ years leading AI/ML implementations in customer service settings (voice and chat automation). Strong business acumen and understanding of customer care metrics, operations, and tools relevant to consumer support. Experience building and leading cross-functional teams with technical and operational responsibilities. Familiarity with scripting (Python, JavaScript) or process automation (RPA). Strategic thinker with execution bias and strong communication across technical and non-technical stakeholders. Proven ability to drive measurable operational improvements via technology and automation. Passion for AI innovation and leveraging automation to transform business. Preferred Qualifications
Familiarity with contact center platforms (cloud telephony, Salesforce Service Cloud, Oracle) and chatbot frameworks. Experience in consumer durables, home appliances, or electronics industries. Background in remote agent workforce support, including logistics and IT coordination. Knowledge of LLM technologies, prompt engineering, and chatbot design. Passion for empowering customers and frontline employees through intelligent tools and automation. Working Conditions
Standard office role. Occasional overtime/weekend work. Our Culture
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. GE Appliances participates in E-Verify and will provide Form I-9 information to verify eligibility to work in the U.S. If you are an individual with a disability and need assistance or accommodation to use our website or apply, please email ask.recruiting@geappliances.com. Location
Louisville, KY
#J-18808-Ljbffr