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The Director, Digital & AI Solutions is responsible for defining and executing the digital and AI-enabled solutions strategy across the corporate operations portfolio, including Service, Operational Excellence, and Corporate Operations. This role leads the strategy, roadmap, governance, and delivery of intelligent digital capabilities that improve operational performance, service outcomes, process standardization, productivity, scalability, and enterprise decision-making. With a strong focus on COO-level priorities, operational excellence, global scalability, customer and partner experience, and value creation, the Director drives transformation through AI-powered solutions, automation, advanced analytics, connected product and operational data, standardized workflows, and integrated enterprise platforms. The role partners closely with IT, Service, Quality, Operations, Advanced Manufacturing, Engineering, Supply Chain, Finance, and business groups to ensure digital and AI capabilities support corporate operations strategy, service transformation, continuous improvement, or productivity improvement with measurable business outcomes.
MAJOR RESPONSIBILITIES:
Define and execute the digital and AI strategy, roadmap, governance model, and investment priorities for the corporate operations portfolio, including Service, Operational Excellence, and Corporate Operations.
Lead the development and deployment of AI-powered solutions across operations functions, including automation, intelligent decision support, predictive insights, knowledge management, workflow optimization, connected-product insights, service intelligence, operational productivity, and advanced analytics.
Drive standardization and scalability of digital platforms, data-enabled workflows, process automation, and AI-enabled operating models.
Lead functional ownership and business alignment for digital capabilities supporting service operations, operational excellence, corporate operations, technical support, technical training and enterprise operations processes.
Translate business needs into clear digital, data, analytics, automation, and AI requirements and partner with IT, data, security, architecture, and business teams to deliver secure, scalable, well-integrated solutions.
Oversee digital platform integrations to ensure seamless data flow across service, operations, quality, and enterprise systems.
Ensure digital solutions enable intuitive, efficient workflows that improve cycle time, productivity, decision quality, quality outcomes, service performance, partner effectiveness, and employee experience.
Enable self-service, automation, and digital support capabilities to reduce friction, improve user experience, accelerate response time, and lower operational costs. Establish analytics, insights, and performance reporting to drive accountability, data-driven decision making, continuous improvement, adoption, and measurable business outcomes.
Partner cross-functionally to align priorities, governance, funding, adoption, and execution.
Build, lead, coach, and develop a high-performing team of managers and professionals focused on digital solutions, AI enablement, analytics, automation, platform execution, and transformation priorities.
Set clear objectives, performance expectations, delivery milestones, adoption measures, and development plans aligned to portfolio outcomes and enterprise value creation.
Minimum Job Requirements
Education
Bachelor’s degree in Information Technology, Business, Engineering, Data Science, or related field, or equivalent combination of education and experience
Work Experience:
10 years’ experience in digital transformation, enterprise technology platforms, analytics, automation, AI-enabled solutions, operations technology, service technology, or related technology-enabled business transformation roles
5 years progressive leadership experience, including experience leading managers, professionals, or cross-functional delivery teams
Experience with enterprise platforms and systems such as CRM, ERP, SLM, field service, customer experience, dealer, operational, supply chain, quality, or related digital business systems Experience translating business needs into technology roadmaps, functional requirements, platform capabilities, and measurable operating outcomes
Experience partnering across IT, Service, Quality, Operations, Operational Excellence, Supply Chain, Commercial, Finance, and business leadership teams to deliver enterprise-scale solutions
Knowledge / Skills / Abilities
Strategic thinker with strong business and technical acumen and the ability to connect digital, AI, data, automation, service platforms, operations technology, and enterprise capabilities to portfolio outcomes.
Strong attention to detail, outstanding analytical skills, and exceptional communication/interpersonal skills
Data-driven decision maker with the ability to establish metrics, insights, and operating rhythms that drive accountability and continuous improvement Demonstrated ability to define roadmaps, prioritize investments, and deliver scalable digital and AI-enabled capabilities across complex functions and enterprise environments
Strong cross-functional collaborator and influencer; able to align stakeholders across business, technology, and executive leadership teams
Ability to drive results in a fast-paced and constantly changing environment; comfortable handling risk, ambiguity, and uncertainty
Excellent decision-making skills with a customer, partner, employee, and business outcome focus
Global mindset; communicates effectively across a global organization Builds constructive and effective relationships across all levels of the organization Demonstrated experience leading leaders and influencing executive-level stakeholders
Proven executive presence with exceptional written, verbal, and presentation skills
Demonstrated success leading enterprise transformation and large-scale, cross-functional initiatives
Strong change leadership capability, including adoption planning, stakeholder communication, governance, and talent development
Experience with SAP or equivalent ERP systems and related enterprise data integrations.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
