Harris & Harris · 1 month ago
Sr. Director of AI Applications & Operational Effectiveness
Chicago, IL
Full-time
Onsite
Mid, Senior Level
$185K/yr - $225K/yr
5+ years expHarris & Harris is a premier revenue recovery firm specializing in utilities, government, and healthcare markets. They are seeking a visionary leader to operationalize AI within their contact center practices, focusing on translating AI investments into measurable business value and driving operational excellence.
Customer ServiceFinancial ServicesHealth Care
Responsibilities
Lead the conceptualization, development, deployment, and adoption of AI‑enabled tools and solutions that create seamless, low‑friction experiences for employees and consumers
Be the organizational expert in emerging trends, competitive technologies, associated risks, and strategic opportunities in AI, automation, and contact center domains
Create robust business cases to justify new initiatives, process changes, or technology investments—balancing cost, benefit, and risk
Define, monitor, and analyze key performance metrics, using insights to drive iterative improvements and corrective actions
Benchmark and evaluate internal operations against industry best practices to identify gaps and lead transformation
Design and execute strategies to improve process efficiency, throughput, and quality across communication channels
Evaluate, source, and deploy best-in-class tools aimed at process automation, knowledge management, and AI augmentation
Own the continual improvement agenda for inbound virtual agents, ensuring their performance, learning, and adaptability
Define and manage a road map of process improvements and automation initiatives across channels
Oversee workforce planning, scheduling, dialer/campaign management, and capacity optimization efforts in contact center operations
Drive deployment of technology (including AI, machine learning, knowledge management systems) to increase agent knowledge, productivity, and performance
Work closely with cross-functional partners—IT, Analytics, HR/Training, Quality, Product—to align strategy, deliver projects, and sustain performance gains
Post‑implementation, rigorously monitor results, course‑correct, and report on outcomes and ROI
Lead by example: promote a culture of innovation, accountability, collaboration, and continuous improvement throughout your teams
Qualification
Required
Bachelor's degree (Business, Engineering, Computer Science, Operations, or related) or equivalent experience
5+ years of experience in customer operations, digital transformation, process improvement, or AI-enabled operations—preferably in a service or financial services organization
Experience managing remote or distributed teams
Strong analytical mindset: comfort working with metrics, dashboards, root cause analyses; experience with SQL and Snowflake is a plus
Proficiency with MS Office (Excel, PowerPoint, Word)
Experience in vendor management, technology procurement, contracting, and vendor partnership oversight
Excellent communication skills—capable of translating technical concepts to senior executives, non-technical stakeholders, and cross-disciplinary partners
Change management expertise; experience driving adoption and behavior change in complex environments
Prior contact center operations experience is highly desirable
Ability to multi‑task and prioritize conflicting demands under ambiguity
Willingness to travel up to 25% (on average ~10–15%)
Benefits
Medical, Dental, and Vision insurances from premium providers
401K with matching
Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance
Tuition Reimbursement
Paid Time Off
Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.
Company
Harris & Harris
Harris & Harris is an acknowledged leader in the field of accounts receivable management. We specialize in call center solutions and revenue recovery.
501-1000 employees
H1B Sponsorship
Harris & Harris 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
2023 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Clarion Capital Partners
2019-10-15Private Equity
Leadership Team
David M. Peters
President & Chief Executive Officer
Douglas Black
Chief Financial Officer
Recent News
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