Sr. Director, Applied AI & Intelligent Automation

Job Summary

• We are seeking a visionary operator to build and execute the Intelligent Automation roadmap for Farmers' service organization. This is not a status-quo role; we need a business leader who can cut through ambiguity and work with technical partners to build a meaningful AI program from the ground up. You will move with urgency to identify & execute on high-value opportunities and develop a Service Model where AI handles the predictable, so our employees can handle the complex.. You will be responsible for defining the "art of the possible", establishing and scaling solutions that tangibly improve our customer and agent experience.
• The role impacts the department by developing highly complex strategies and initiatives to drive business decisions, enhance customer/agent experience, improve profitability and growth, and secure technologies and tools that optimize contact center operations.
• Collaborates with stakeholders across the organization to address business issues that require analysis of complex data, use of third-party vendors, and/or machine learning for resolution.
• Leads technical and operations teams to execute business plans, maintain secured tools, and implement planned changes.
• Acts independently to align and accomplish business unit objectives while remaining accountable for decisions and actions.

Essential Job Functions

• Leverage modern technology (including AI and Automation) to re-think of how we do business at Farmers
• Influence the Enterprise technology roadmap
• Identify impactful opportunities, test solutions, and scale successful AI initiatives.
• Stay current on AI trends and implement new technologies.
• Define and track metrics to measure the value and ROI of technology initiatives.
• Serve as a trusted advisor to leadership and educate teams on AI's value.
• Manage relationships with key AI vendors.
• Directs teams to implement and maintain technology and tools that support these functions.
• Identifies and implements tools and processes to optimize operations, meet service level agreements, enhance employee and customer experience, and reduce operating expenses.
• Sets, prioritizes, and leads the execution of near- and long-term strategies and goals for the department relating to AI.
• Collaborates with stakeholders across the organization around structure and process to drive work movement and influence efficiencies.
• Owns relationships with enterprise Centers of Excellence to support various initiatives.
• Builds, manages and maintains positive relationships with external vendors and internal key stakeholders to ensure execution of day-to-day operations and strategic initiatives.
•  Leads and implements process design.
• Develops long-term, insightful strategies for innovation to support major business initiatives.
• Drives continuous improvement to support department and broader enterprise strategies.
• Manages the implementation and use of technology, tools, and processes that enable service delivery to customers and agents.
• Leads and directs teams to adopt and implement initiatives and priorities. Impacts resource allocation and influences decisions for budget exceeding $10M.
• Hires, coaches and develops technical experts and junior management to execute telephony, knowledge management, data and analytics, and/or workforce management projects.
• Takes ownership of performance management, succession planning and employee engagement of teams.
• Performs other duties as assigned. Analyzes external research, benchmarks, industry trends, and competitors to evaluate operational effectiveness.
• Educates executive leadership about gaps and creates plans to remediate shortcomings.
• Identifies key metrics and analyzes internal data to assess operational performance.
•  Applies broad industry knowledge and awareness to develop and present proposals or business cases for process, system, and efficiency improvements.
• Acts as a subject matter expert to persuade, influence, and coach others around change and innovation within functional areas and the department.

Education Requirements

• Bachelors degree required with a concentration in science, technology, engineering or math preferred. Masters degree preferred.

Experience Requirements

• 7-10 years of experience required in large scale service operations a contact center or similar environment where telephony systems, efficiency tools or data science Service tech stacks are used to improve operating results.
•  Proven experience productizing emerging technologies to solve operational challenges.
• Experience leading AI/automation strategy and execution highly preferred.
• Insurance industry experience strongly preferred. 5-7 years of leadership experience required, with leader of leader experience preferred.

Special Skill Requirement

• Bias for Action: Demonstrated ability to drive progress in ambiguous environments with limited precedent. Proven track record of taking strategic projects from concept to production with high velocity.
• Technology Leadership: Experience leading large-scale digital roadmaps or intelligent automation programs. Experience taking a 'new-to-the-business' technology and successfully embedding it into daily operations
• Pragmatic Innovation: Ability to distinguish between "AI Hype" and operational reality. Strong ability to build business cases that focus on ROI, efficiency, and customer impact rather than novelty.
• Change Navigation: Expert at leading non-technical stakeholders through the cultural shifts required by automation.

Physical Actions

• This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions. Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to continuously operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Additional Qualification