About the Role:

This role requires a deep understanding of AI/ML lifecycle management, technical governance, and operational strategy. You will collaborate closely with leaders across all CXPI sub-teams (Data, Quality, WFM, and Tool Administration) and CX leadership to ensure our automation and AI initiatives adhere to enterprise standards, maintain long-term technical stability, and align with strategic CX goals.

About the Team:

As the AI / Automation & Governance Owner, you will be a strategic leader within the CX Planning & Insights (CXPI) team, reporting to the Head of Strategy and Tool Administration. You will be responsible for establishing and driving the foundational governance, standards, and technical stability for all internally built AI and automation tools supporting the CXPI organization. This role is critical to scaling our internal AI capabilities safely, efficiently, and responsibly.

Here’s what you’ll do day-to-day:

Develop, implement, and maintain guiding principles, policies, and a governance framework for how AI tools are created, maintained, and retired within CXPI. Build and maintain CXPI’s automation and AI systems, ensuring long-term technical stability, performance, and scalability across the organization. Define technical standards, design patterns, and best practices for AI/automation development, deployment, and monitoring, ensuring consistency and quality across all CXPI sub-teams. Create and manage a centralized repository and inventory for all internally developed AI models and automation artifacts, ensuring proper version control and accessibility. Partner with legal, compliance, and security teams to proactively identify, assess, and mitigate risks associated with AI development, ensuring ethical and regulatory compliance. Act as the subject matter expert, developing educational materials and providing guidance to CXPI developers and stakeholders on AI/automation standards and governance practices. Develop and maintain comprehensive documentation related to AI/automation architecture, governance policies, system roadmaps, and key decision logs. Establish and manage a prioritized backlog of AI and automation tools and needs, focusing on efforts with the highest customer impact. Design, develop, and maintain internal AI and automation tools, contributing to the CX organization's robust tool set. Write, maintain, and update your own code for both released and new automations. 

Here’s what we're looking for:

5-7+ years of progressive experience in technical program management, software development, AI/ML engineering, or strategic operations, with a focus on governance and technical stability. Proven experience establishing and implementing governance frameworks for technical domains, ideally for AI, Machine Learning, or complex automation systems. Deep understanding of the AI/ML lifecycle (e.g., development, deployment, monitoring, maintenance) and best practices for technical debt management. Experience building and maintaining production-grade automation or AI systems. Familiarity with modern data and ML engineering principles is a strong plus. Exceptional ability to synthesize complex technical requirements into clear, actionable, and compliant governance policies for a diverse set of technical and non-technical stakeholders. Strong communication and influence skills with a track record of driving consensus and adoption of new technical standards across multiple sub-teams. Proficiency in relevant tools for code repositories, version control, project management, and automation platform management (e.g., Git, Jira, MLOps platforms). Experience in a high-growth environment or supporting a customer experience (CX) organization is a plus. Experience writing and maintaining your own code related to automation is a plus.

Our cash compensation amount for this role is $94,285/yr to $122,571/yr in Denver & most major metro locations, and $114,695/yr to $149,104/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.