Assistant Director, AI & Service Innovation

Arizona State University • Tempe, AZ

4d

About The Position

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

The position collaborates with senior leaders and academic and business units to identify opportunities, prioritize requests, and integrate AI and automation capabilities across enterprise tools, platforms, and systems. It evaluates program effectiveness using performance metrics, reports, and analysis, and recommends improvements to service outcomes and trust in AI-enabled support. The role also champions responsible, human-centered AI practices and supports a workplace culture focused on inclusion, belonging, compassion, and engagement.

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 training demonstrating comparable knowledge, skills, and abilities.
• Must be eligible to work in the United States.
• Ability to communicate with technologists, management, and customers about AI and automation strategy and outcomes.
• 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, as well as standard system processes, design, development tools, and delivery methods.
• Ability to work as part of an executive leadership team and contribute to the success of the unit.
• Knowledge of responsible AI principles, data privacy, and trust-by-design practices in automated service delivery.

Nice To Haves

• Experience leading or managing AI, automation, or digital transformation initiatives in higher education.
• Experience supervising information technology or AI and automation staff in an academic or business unit within Arizona State University.
• Experience leading projects and process-improvement initiatives involving AI, automation, or conversational technology platforms.
• 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 performance metrics such as containment rate, handle time, and customer satisfaction.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where team members can thrive.
• Capacity to inspire and drive 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.

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 achieve 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 policies for IT and AI practices, FERPA, and data governance requirements.
• Manage the pipeline of AI and automation requests; facilitate collaborative discussions and translate and prioritize requirements into tactical and strategic work.
• Oversee integration and implementation of AI and automation capabilities across enterprise tools, platforms, and systems to streamline workflows, enhance service delivery, improve operational efficiency, and enable scalable business processes.
• Partner with academic and business units to identify AI and automation opportunities that improve service delivery, operational 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 reports, and recommend or initiate actions to improve service outcomes and trust in AI-enabled support.
• Champion responsible, human-centered AI design practices that maintain transparency, human oversight, and accountability in automated interactions.
• Collaborate across teams and participate in Enterprise Technology and ASU events and programs.
• Leverage AI in routine tasks and contribute ideas for using AI to improve 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 degree programs at ASU.
• Opportunities for manager-approved specialized training and certifications based on department needs.
• Flexible work options may be available after successfully completing the initial 90-day training period.
• Alternative schedules may include four 10-hour workdays, a nine-day 80-hour schedule for exempt employees, or staggered start and stop times.
• Hybrid work may be available with dean- or vice president-level approval, requiring at least 60% of the regular workweek at the primary ASU work location.
• ASU professional development opportunities include additional certificates and degrees through ASU programs with major tuition breaks.

What This Job Offers

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