Sr. Director of AI Applications & Operational Effectiveness at Harris & Harris

Job DescriptionJob DescriptionAt Harris & Harris, we believe in harnessing the power of emerging technologies to elevate performance, experience, and outcomes. As we build our enterprise AI fabric, we are seeking a visionary leader to operationalize AI at the intersection of modern contact center practices. This role is foundational to our strategic direction—optimizing how we invest in and deploy AI to drive efficiency, scale, and an exceptional consumer experience.As the Senior Director, AI Applications and Operational Effectiveness, you will lead the charge in translating AI investments into measurable business value across inbound/outbound channels, workforce productivity, process automation, and contact center optimization. You will own AI use cases, measurable ROI, and the transformation roadmap that propels Harris & Harris into the future of customer engagement.You will lead a high‑impact shared services team, charged with executing on the enterprise AI agenda, driving continuous improvement, and aligning our people, processes, and systems to deliver operational excellence and customer delight. Your insights, decisions, and collaborations will be central to our competitive advantage and enduring success.Schedule: Regular business hours are 8:00am to 5:00pm Monday through Friday, after hours or weekend work may be requiredLocation: can work remote in most areas of the United States, or in our offices in Dallas, TX or Chicago, ILSalary: $185,000.00 to $225,000.00 annually, with bonus potentialAdditional Compensation and Benefits:At Harris & Harris, we truly care about each employee’s health, wellness, financial stability, and education. We are proud to offer each employee the following benefits:Medical, Dental, and Vision insurances from premium providers401K with matchingCompany paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel AssistanceTuition ReimbursementPaid Time OffAdditional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.Key ResponsibilitiesLead the conceptualization, development, deployment, and adoption of AI‑enabled tools and solutions that create seamless, low‑friction experiences for employees and consumersBe the organizational expert in emerging trends, competitive technologies, associated risks, and strategic opportunities in AI, automation, and contact center domainsCreate robust business cases to justify new initiatives, process changes, or technology investments—balancing cost, benefit, and riskDefine, monitor, and analyze key performance metrics, using insights to drive iterative improvements and corrective actionsBenchmark and evaluate internal operations against industry best practices to identify gaps and lead transformationDesign and execute strategies to improve process efficiency, throughput, and quality across communication channelsEvaluate, source, and deploy best-in-class tools aimed at process automation, knowledge management, and AI augmentationOwn the continual improvement agenda for inbound virtual agents, ensuring their performance, learning, and adaptabilityDefine and manage a road map of process improvements and automation initiatives across channelsOversee workforce planning, scheduling, dialer/campaign management, and capacity optimization efforts in contact center operationsDrive deployment of technology (including AI, machine learning, knowledge management systems) to increase agent knowledge, productivity, and performanceWork closely with cross-functional partners—IT, Analytics, HR/Training, Quality, Product—to align strategy, deliver projects, and sustain performance gainsPost‑implementation, rigorously monitor results, course‑correct, and report on outcomes and ROILead by example: promote a culture of innovation, accountability, collaboration, and continuous improvement throughout your teamsKey Requirements & QualificationsBachelor’s degree (Business, Engineering, Computer Science, Operations, or related) or equivalent experience5+ years of experience in customer operations, digital transformation, process improvement, or AI-enabled operations—preferably in a service or financial services organizationExperience managing remote or distributed teamsStrong analytical mindset: comfort working with metrics, dashboards, root cause analyses; experience with SQL and Snowflake is a plusProficiency with MS Office (Excel, PowerPoint, Word)Experience in vendor management, technology procurement, contracting, and vendor partnership oversightExcellent communication skills—capable of translating technical concepts to senior executives, non-technical stakeholders, and cross-disciplinary partnersChange management expertise; experience driving adoption and behavior change in complex environmentsPrior contact center operations experience is highly desirableAbility to multi‑task and prioritize conflicting demands under ambiguityWillingness to travel up to 25% (on average ~10–15%)What You'll GainA pivotal and visible leadership role at the intersection of AI and operationsThe opportunity to define and execute the strategy that shapes how we engage with consumersSignificant influence over technology investments, process transformation, and performance outcomesA collaborative, forward-looking culture that values innovation, experimentation, and accountabilityCompetitive compensation, bonus structure, and benefits aligned with delivering measurable impactRoom for growth and evolving scope as the organization scalesIf you’re passionate about marrying AI, operations, and customer experience—and eager to lead transformational work that delivers real business value—we want to hear from you.WHY HARRIS & HARRIS?Harris & Harris is a premier, full-service revenue recovery firm headquartered and founded in Chicago, IL. Founded in 1968, we have been in business for more than 50 years, and we specialize in the utilities, government, and healthcare markets.The family business Sam Harris started is now a firm of more than 500 hundred employees including collections professionals and customer care representatives who employ the latest technology and best ethical practices to help businesses recover revenue and provide world class customer service.We take pride in knowing what it takes to turn a call from "average" to "excellent." We have been delighting clients and customers for decades thanks to our outstanding employees. They make the difference every day, shift, and call and transform challenges into victories.At Harris & Harris, we’re proud to be an organization where everyone is welcome and can be their authentic selves at work. We’re passionate about celebrating the differences that make each of us unique. Our culture focuses on our employees and we look for opportunities to recognize and celebrate together. We are an organization that cares about our people. From monthly activities, bonuses and contests, to competitive wages and benefits, we foster an environment where we employees feel valued.We also are an organization that believes in the power of giving back. Our internal cross functional committee, Harris Cares, guides our philanthropic activities. We have partnered with organizations such as One Warm Coat, Greater Chicago Food Depository, American Cancer Society, Bright Pink, The Heat and Warmth Fund (THAW), and Operation Stars and Stripes. Most recently we have partnered with local schools and charitable organizations to give back to our communities including the American Heart Association, Habitat for Humanity, A Just Harvest, and R. Nathaniel Dett Elementary School.At Harris & Harris, everyone is important, and one person can make a difference for their colleagues, for our clients, and for our company. We look forward to hearing from you!Harris & Harris is an equal opportunity employer. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.