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GE Appliances, a Haier company · 1 month ago

Director, Digital Innovations - Contact Center AI Strategy & Operations

Louisville, KY

Full-time

Hybrid

Director/Executive

10+ years exp

GE Appliances, a Haier company, is seeking an experienced and strategic Digital Innovations Director to lead the transformation of their consumer and customer support operations through AI-driven technologies. This role involves overseeing a tech-focused organization, developing and executing an enterprise AI strategy, and managing a dedicated team to enhance customer experiences and drive productivity gains.

Consumer Goods

H1B Sponsor Likely

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

Lead the design and implementation of our AI and automation strategy within our customer service operations, supporting voice, chat, messaging, self-service, and B2B (business-to-business) channels

Develop and drive a 3 – 7 year AI transformation roadmap to deliver productivity goals, grow revenue, and improve owner and agent experiences

Evaluate AI platform / toolsets for efficiency and cost, then adjust our roadmap and platform / tool selections to optimize results for the contact center organization, consistent with DT-defined security protocols and any cross-functional interactions

Recommend, prove-out, and deliver changes to our contact-center AI platforms for various customer service departments to optimize productivity, revenue, and experience

Deliver millions of dollars in annualized productivity through implementation of AI and other automation strategies, transforming our human / automation mix to strongly favor automation over the roadmap timeframe

Prioritize and deliver scalable AI use cases that improve contact deflection, agent productivity, and customer satisfaction—including virtual agents, intelligent routing, post-call summarization, and AI-powered troubleshooting assistants

Collaborate with internal product support teams to integrate product knowledge bases and warranty data into AI tools for better contextual automation

Own and manage annual operating and capital budgets for AI platforms, vendor contracts, and technology enablement initiatives

Lead vendor selection, contract negotiation, and lifecycle management in collaboration with DT, Procurement, and Legal

Act as a strategic thought partner in enterprise AI governance and serve as a senior member of the enterprise-wide AI advisory committee

Build and manage a high-performing team of specialists focused on LLM prompt design, conversational AI, and process automation. Scale the team size to deliver the roadmap results targets, ensuring productivity targets are met

Establish governance practices for model training, ethical use of AI, performance evaluation, and bias detection

Monitor and optimize AI solution performance using contact center KPIs such as containment rate, average handle time (AHT), first contact resolution (FCR), and CSAT

Manage the contact center Digital Technology team, consisting of an IT leader with 15 direct reports, to meet the ongoing daily DT needs of a contact center organization

This team is responsible for remote contact center equipment logistics (laptops, phones, headsets, network support), ensuring agents are fully equipped to work efficiently from anywhere

Manage light scripting/programming resources that support workforce automation and streamline operations (e.g., automated status dashboards, form-fillers, API integrations for ticketing systems)

Partner with DT, HR, Customer Experience, Field Service, and Warranty Operations to ensure AI solutions are secure, compliant, scalable, and enhance the end-to-end service journey

Coordinate with 3rd-party vendors and platform providers to implement and optimize technologies such as chatbots, agent-assist platforms, and knowledge tools

Serve as the primary liaison between the Contact Center and the Digital Transformation (DT) team regarding AI. Optimize the AI platform within the contact center space while ensuring AI integrations with other systems are compliant, aligned, and informed by enterprise-wide strategy

Ensure all AI implementations comply with DT-defined security frameworks and governance standards

Lead organizational change efforts (change management) to ensure effective rollout and adoption of digital tools across frontline agents, team leads, and supervisors

Design training materials and workflows to support smooth integration of AI tools into the contact center ecosystem

Showcase and measure AI maturity over time by developing dashboards and scorecards aligned to adoption, usage, and impact metrics—such as automation rate, tool engagement, and business outcome improvements

Qualification

AI StrategyMachine LearningDigital TransformationContact Center OperationsScripting PythonScripting JavaScriptProcess AutomationCross-Functional Team LeadershipChange ManagementAI Innovation PassionCommunicationStrategic Thinking

Required

Technical understanding of AI and Machine Learning: While not requiring deep expertise in every technical area, a strong grasp of AI and machine learning concepts, algorithms, and their applications is crucial for informed decision-making and effective communication with technical teams

Bachelor's or Master's degree in Business, Engineering, Computer Science, or a related field, or equivalent experience

10+ years of relevant business experience including experience in contact center operations or digital transformation, with a focus on automated customer support

3+ years leading the implementation of AI / ML solutions in customer service settings—preferably involving voice and chat automation

Strong business acumen: Understanding the business domain, identifying opportunities for AI integration that align with business goals, and demonstrating the return on investment for AI initiatives. Solid understanding of consumer / customer care metrics, operations, and tools relevant to consumer / customer product support (including field service scheduling and warranty management)

Demonstrated success in building and leading cross-functional teams with both technical and operational responsibilities

Familiarity / experience with scripting (Python, JavaScript) or process automation (e.g., using RPA tools)

Strategic thinker with a bias toward execution and iteration

Strong communicator across technical and non-technical stakeholders

Proven ability to act as a change agent—leveraging technology to drive measurable operational improvements, customer experience gains, and team enablement

Passion for AI innovation with a track record of using automation and intelligent tools to influence business transformation

Preferred

Familiarity with contact center platforms (e.g., 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 customer service chatbot design

Passion for empowering customers and frontline employees through intelligent tools and automation

Benefits

Relocation Assistance Available.

Company

GE Appliances, a Haier company

Glassdoor3.8

At GE Appliances, a Haier company, we come together to make good things, for life. Headquartered in Louisville, Kentucky, we are a leading U.S.

Founded in 2001

Louisville, Kentucky, USA

10001+ employees

http://geappliancesco.com/

H1B Sponsorship

GE Appliances, a Haier company has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (18)

2024 (17)

2023 (16)

2022 (31)

2021 (19)

2020 (20)