Assistant Director, AI & Service Innovation

Arizona State University • Tempe, AZ

1d

About The Position

Under the direction of the Senior Director of the ASU Experience Center, the Assistant Director plans, develops, and manages artificial intelligence (AI) and automation initiatives across the Experience Center and Deskside Services. The role leads strategy, governance, and operational integration of AI-enabled tools and automation platforms to expand service capacity while preserving trust, transparency, and human oversight, and manages resources and staff supporting these programs.

The position advances inclusion and belonging, culture, and communications as part of the Enterprise Technology team. It leads responsible, human-centered AI practices; works with senior leadership and institutional partners to identify opportunities and set goals and governance; manages the pipeline of AI and automation requests; and evaluates outcomes through analytics, performance metrics, reports, and recommendations. The role also contributes to a positive organizational culture and participates in Enterprise Technology and ASU events and programs.

Requirements

• Bachelor's degree and five years of experience appropriate to the area of assignment or field, including two years of managerial experience; or an equivalent combination of experience and/or training demonstrating comparable knowledge, skills, and abilities.
• Applicants must be eligible to work in the United States.
• Submit a cover letter and resume or CV with the application.

Nice To Haves

• Experience leading or managing AI, automation, or digital transformation initiatives in higher education.
• Experience supervising IT or AI and automation staff in an academic or business unit within Arizona State University.
• Experience leading AI, automation, or conversational technology projects and process improvement initiatives.
• Experience working with cross-functional teams across an institution.
• Experience collaborating and building relationships with constituents.
• Experience integrating AI and automation tools with enterprise systems such as CRM platforms (e.g., Salesforce) and student information systems (e.g., PeopleSoft).
• Experience with contact center or service center operations and metrics such as containment rate, handle time, and customer satisfaction.
• Ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization committed to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where team members can thrive.
• Capacity to inspire meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for institutional sustainability programs.
• Ability to communicate AI and automation strategy and outcomes to technologists, management, and customers.
• Strong leadership, innovation, customer service, quality management, and problem-resolution skills.
• Strong organizational skills and ability to multitask effectively in a high-volume work environment.
• Ability to work independently and as part of a management team.
• Skill in managing teams of associates and independent contractors.
• Knowledge of AI, automation, and conversational technology platforms, and standard system processes, design, development tools, and delivery methods.
• Ability to contribute to an executive leadership team and the overall success of the unit.
• Knowledge of responsible AI principles, data privacy, and trust-by-design practices in automated service delivery.

Responsibilities

• Lead the design, deployment, and governance of AI and automation initiatives across the Experience Center and Deskside Services, including conversational AI, proactive outreach, and workflow automation tools.
• Manage resources and cross-functional teams to accomplish AI and automation goals and strategic initiatives.
• Mentor staff, promote collaboration and engagement, provide team leadership, contribute to leadership initiatives, and drive continuous improvement in the adoption and performance of AI and automation tools.
• Resolve complex problems involving multiple constituents by managing conflict, streamlining processes, and building relationships across Enterprise Technology and academic and business units.
• Acquire, interview, and hire employees and contract personnel supporting AI and automation functions.
• Ensure AI, IT, and automation policies, procedures, and security and data privacy measures are followed, including University IT and AI practices, FERPA, and data governance requirements.
• Manage the pipeline of AI and automation requests from the Experience Center and Deskside Services; facilitate discussions and prioritize requirements into tactical and strategic programs of work.
• Oversee integration and implementation of AI and automation capabilities across enterprise tools, platforms, and systems to streamline workflows, improve service delivery and operational efficiency, and support scalable business processes.
• Partner with academic and business units to identify AI and automation opportunities that improve service delivery, efficiency, and the student, staff, and faculty experience.
• Work with senior leadership to define goals, initiatives, and governance frameworks for AI and automation across the unit.
• Evaluate AI and automation initiatives and provide reports, performance metrics, and complex statistical reports, surveys, or analyses for executive leadership.
• Interpret platform data and analytics, analyze trends, and recommend or initiate actions to improve service outcomes and trust in AI-enabled support.
• Champion responsible, human-centered AI design that maintains transparency, human oversight, and accountability in automated interactions.
• Collaborate across teams and participate in Enterprise Technology and ASU events and programs.
• Use AI in routine tasks and contribute ideas for improving unit efficiency and performance.
• Foster a positive culture, uphold organizational values, and champion engagement.

Benefits

• Access to professional development and hands-on learning.
• Workday Learning courses covering a variety of topics.
• Tuition reduction for ASU degree programs.
• Manager-approved specialized training and certifications based on department needs.
• ASU offers a comprehensive employee benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager