Director AI Service Operations
Questrade Financial Group
Direct AI Service operations at QFG, scaling virtual assistants, agent assist, self-service, and automation within a hybrid workplace.
The Director, Client Enablement leads technology-driven transformation across the contact center support ecosystem. This senior leadership role connects AI Service with WFM, Training & Quality, Data & Reporting, and Operational Excellence. You will govern automation priorities with Questrade Technology Group and external partners, ensuring technical viability, sound business cases, and financial services privacy and regulatory compliance. The mandate includes reducing client effort, optimizing handle times, and improving containment.
Key Responsibilities:
- Direct enterprise AI-enabled service capabilities
- Prioritize contact center automation product pipelines
- Align capacity planning with automation impacts
- Identify workflow waste and automation opportunities
- Advise leadership on service innovation
Requirements:
- Eight-plus years in service technology or transformation
- Proven people-leader development experience
- Large-scale transformation delivery with measurable results
- Expertise scaling conversational AI solutions
- Bachelor’s degree or equivalent practical experience
Bring enterprise automation, conversational AI, and operational transformation leadership to QFG’s evolving contact center ecosystem.
#J-18808-LjbffrVacancy posted 4 hours ago
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