Director, Digital Innovations - Contact Center AI Strategy & Operations

Director, Digital Innovations - Contact Center AI Strategy & Operations

At GE Appliances, a Haier company, we come together to make "good things, for life." As the fastest-growing appliance company in the U.S., we're powered by creators, thinkers and makers who believe that anything is possible and that there's always a better way. We believe in the power of our people and in giving them the freedom to explore, discover, and build good things, together. The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities : we come together, we always look for a better way, and we create possibilities. Interested in joining us on our journey? We are seeking an experienced and strategic Digital Innovations Director to lead the transformation of our consumer and customer support operations through AI-driven technologies, digital tools, and automation.

This leader will oversee a tech-focused organization spanning AI bot development, digital automation, and remote workforce enablementdirectly managing an IT leader, their team, and multiple AI specialists. The Director will develop and execute an enterprise AI strategy across all areas of our contact center organizationincluding Service, Home Delivery, Parts, Builder Support, Direct-to-Consumer Sales, and emerging Microenterprises. This multi-year roadmap will drive the transition from human-heavy to digital-first customer experiences, delivering millions in annualized productivity gains.

Key responsibilities include :

• Evaluating AI tools for performance, suitability, and cost efficiency.
• Managing budgets for AI implementation and operations.
• Driving measurable improvements in productivity, revenue, and owner experience.

The Director will build and lead a dedicated AI and Digital Innovation team, responsible for identifying, developing, training, and monitoring AI solutions such as virtual agents, agent assist tools, knowledge automation, generative AI applications, and digital sales assistants. This role also oversees the IT leader managing the technology enablement team, which supports remote agents (hardware logistics, headset / laptop deployment), performs light scripting and programming, manages cloud-based telephony systems, and maintains operational reporting. The ideal candidate will be a champion for AI governance and innovation within defined guardrails, collaborating closely with GE Appliances' Digital Transformation (DT) team to ensure all AI initiatives align with enterprise standards, tools, and ethical frameworks.

Relocation Assistance Available.

Location : USA, Louisville, KY

AI Strategy & Execution (40%) :

AI Team Leadership (30%) :

Remote Workforce Enablement (10%) :

Cross-Functional Collaboration (10%) :

Change Management & Adoption (10%) :

What You'll Bring to Our Team :

Basic Qualifications :

Preferred Qualifications :

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