Senior Director, Agentic Service Experience

Responsibilities

• Lead the Agentic Service Experience function and align multiple capability areas, including Product Management and Agent Performance.
• Oversee and develop first- and second-line leaders, ensuring accountability and integrated team outcomes.
• Serve as the accountable leader for end-to-end AI-enabled service outcomes while balancing priorities and driving decisions.
• Own the senior business relationship with an AI vendor, ensuring accountability and investment alignment.
• Define the comprehensive agent workflow and oversee AI-human integration within customer journeys.

Qualifications

• 13+ years of professional experience, including 4+ years in product management and 1+ year in AI or automation technology products.
• 6+ years of experience in a leadership role within product, operations, or technology environments.
• Proven track record in measuring success through operational outcomes rather than just feature delivery.
• Hands-on experience with enterprise-scale conversational AI platforms or similar tools.
• Strong analytical skills for defining metrics and making evidence-based decisions.

Benefits

• Hybrid work arrangement with required on-site presence in Fort Worth approximately once a month.
• Opportunity for domestic travel up to 25%.
• Access to a competitive total rewards package including insurance, retirement plans, and performance bonuses.
• Potential for involvement in transformative programs alongside consultancy firms.