Welcome to ONE!
While we're headquartered in sunny Arizona, we've always got travel on our minds. We're passionate about creating innovative technology and business solutions that transform travel experience.
The Manager, Contact Center AI & Insights will partner with the Vice President, Customer Operations, Technology & Analytics to execute the AI strategy and technology roadmap for contact center innovation. The role will lead the implementation, adoption, and continuous optimization of AI-powered technologies that enhance agent performance, customer experience, and operational efficiency. Working closely with Contact Center leadership, Technology, Product, and Analytics teams, this role will maximize the value of AI through automation, conversational intelligence, and data-driven insights.
As the organization's AI subject matter expert for the contact center, this individual will identify opportunities to improve performance, drive AI adoption, and regularly present business outcomes, operational trends, and strategic recommendations to executive leadership.
This opportunity is an onsite role located in Scottsdale, AZ.
Key Responsibilities
AI Platform Strategy & Optimization
- Partner with the Vice President, Customer Operations, Technology & Analytics to execute the AI strategy and technology roadmap for contact center innovation, while managing the day-to-day administration and continuous optimization of AI-powered contact center solutions, including agent assistance, automated coaching, conversation intelligence, quality monitoring, workflow automation, and customer communications.
- Configure and optimize AI platforms such as Sense, including prompts, scorecards, coaching models, business rules, and automation workflows to maximize business value.
- Evaluate emerging AI technologies, recommend opportunities and priorities based on operational impact and ROI, and partner with vendors on product enhancements.
Contact Center Performance & Continuous Improvement
- Partner with Contact Center leadership to improve agent performance, customer experience, and operational efficiency through AI-driven coaching, conversational intelligence, and workflow automation.
- Identify opportunities to improve quality, compliance, conversion, customer satisfaction, and communication effectiveness across voice, SMS, email, chat, and other customer communication channels.
- Recommend and implement process improvements based on AI insights, operational trends, and customer behavior.
Insights & Executive Reporting
- Develop executive dashboards and recurring business reviews highlighting AI adoption, contact center performance, communication effectiveness, operational trends, business opportunities, and measurable wins.
- Present actionable insights and strategic recommendations to executive leadership while tracking key performance indicators including QA, CSAT, AHT, FCR, conversion, automation utilization, and ROI.
Program Leadership & Governance
- Lead AI initiatives from business requirements through implementation, adoption, and continuous optimization while coordinating cross-functional efforts across Operations, Technology, Product, Analytics, Marketing, and external vendors.
- Establish governance standards for AI configuration, prompt management, quality consistency, and responsible AI usage to ensure scalable, measurable, and reliable business outcomes.
- Bachelor’s degree in business, Information Systems, Computer Science, Operations Management, or a related field (or equivalent experience).
- Experience in AI product or program management, contact center operations, customer experience, business operations, or related disciplines.
- Experience implementing, administering, or optimizing AI-powered contact center platforms such as Sense, Observe.AI, Cresta, NICE Enlighten, CallMiner, Verint, Gong, or similar technologies.
- Strong understanding of contact center operations, customer experience, and key performance metrics including QA, CSAT, AHT, FCR, conversion, and operational efficiency.
- Demonstrated experience developing executive dashboards, business reviews, and presenting performance insights and recommendations to senior leadership.
- Proven ability to analyze operational data, identify improvement opportunities, and drive measurable business outcomes through AI and automation.
- Experience leading cross-functional initiatives involving Operations, Technology, Product, Analytics, and Customer Experience teams.
- Excellent communication, presentation, stakeholder management, organizational, and problem-solving skills.
- Must successfully complete and clear the company's comprehensive background screening process as a condition of employment.
Preferred Qualifications
- Experience administering Sense or similar AI-powered conversation intelligence and quality management platforms.
- Experience with Salesforce CRM and contact center technologies such as NICE CXone, Five9, Genesys Cloud, Amazon Connect, or 3CX.
- Experience with Generative AI, prompt engineering, large language models (LLMs), and conversational AI best practices.
- Experience building executive dashboards using Power BI, Tableau, or similar business intelligence platforms.
- Experience leading AI adoption, organizational change management, and digital transformation initiatives.
- Experience supporting customer service, sales, or contact center organizations.
- Experience in the travel, hospitality, membership, or customer experience industries.
What We Offer
- Exclusive Team Member Travel Discounts
- Affordable Medical Insurance
- 100% Employer Paid Dental and Vision Insurance
- HSA with Company Contribution
- 401(k)
- Basic and Voluntary Life & AD&D
- Pet Benefits
- Covered Parking
- Amazing Culture!
Office Highlights – Scottsdale, AZ
- Modern office design
- Fully equipped employee gym
- Basketball court to recharge during the day
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer in a typical office environment.
ONE is an equal opportunity employer. All aspects of employment, including hiring, promotion, discipline, and termination, are based on merit, qualifications, performance, and business needs. We are committed to providing equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, or local law.
