Operations - Executive Director, Transformation & Servicing Innovation
On-site · Columbus, Ohio, United States
Job Summary
Executive Director of Transformation & Servicing Innovation leads AI-enabled transformation across a 12,000+-strong servicing organization (primarily call center and back-office agents), partnering with the Head of Servicing Operations and Head of AI Strategy to shape future operating models. Responsible for defining transformation strategy, orchestrating the portfolio of initiatives, driving data-driven business cases, enhancing customer experience, ensuring regulatory compliance, and delivering on-time, on-budget execution. Acts as a cross-functional change agent to foster innovation, align leadership, and advance AI-enabled solutions for efficiency, resiliency, and performance within Servicing Operations. Requires deep leadership experience, experience in large-scale client service environments, and a proven ability to translate complex data into strategic recommendations; travel as needed. Mastery of AI/ML initiatives, process re-engineering, and program governance are highly valued.
Required Qualifications
- Bachelor's degree required
- 15 years of progressive leadership experience with large-scale transformation and operational excellence
- Experience in large-scale client service environments (10,000+ employees) particularly in call centers and investigation operations
- Management consulting background with expertise in strategic problem-solving, organizational design, process re-engineering, and change management
- Deep expertise in organizational change including technology adoption and workforce evolution
- Strong track record of leveraging technology (AI/ML) to improve efficiency, customer satisfaction, and operational performance
- Exceptional strategic thinking and analytical skills for translating data into actionable recommendations
- Robust technology and operations knowledge including policy, procedures, risk, and controls
- Flexibility to travel as needed
- Bachelor's degree required
- Master's degree in Business Administration, Engineering, or related field highly preferred
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