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 capabilitiesPrioritize contact center automation product pipelinesAlign capacity planning with automation impactsIdentify workflow waste and automation opportunitiesAdvise leadership on service innovationRequirements:
Eight-plus years in service technology or transformationProven people-leader development experienceLarge-scale transformation delivery with measurable resultsExpertise scaling conversational AI solutionsBachelor’s degree or equivalent practical experienceBring enterprise automation, conversational AI, and operational transformation leadership to QFG’s evolving contact center ecosystem.
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