Contact Center AI Data Manager
About The Position
Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We're focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. At Fortune Brands, we're building something big. We're advancing exciting innovations in all of our products and processes. We're delivering trust, dependability, sustainability, and style. To make it all happen, we've transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential. When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here. This role is responsible for leading design, implementation, and utilization of artificial intelligence and data analytics initiatives within the FBIN Consumer Service contact center organization. The role will collaborate with stakeholders across contact center leadership, contact center operations, knowledge management, IT, and app development to deploy solutions that improve the consumer experience and optimize business performance.
Requirements
- Expertise in manipulating large data sets, interpreting data trends, and using disparate data sources and tools.
- Minimum 5 years of experience in data analysis, BI solution development, or AI solution development.
- Proven ability to communicate complex analytical concepts to non-technical audiences and senior leadership.
- Proven ability to gather requirements, map processes, and translate them into functional AI-enabled solutions.
- Strong analytical and critical thinking skills with a focus on structure, logic, and clarity.
- Embrace a culture of always testing, always learning, and proven ability to quickly learn new applications, processes, and procedures.
- Ability and willingness to travel up to approximately 10% of the time.
- Bachelor's degree in Computer Science, Data Science, Statistics, Engineering, Finance, Analytics, Statistics, or a related quantitative discipline.
Nice To Haves
- Experience working with contact center technologies (WFM, CCaaS, KMS, LMS) is a plus.
Responsibilities
- Lead and execute AI initiatives for FBIN Consumer Service contact center organization, including both consumer-facing and internal-focused generative and agentic AI solutions.
- Develop data analytics capabilities within contact center organization to optimize business performance, improve consumer experience, and identify opportunities for AI and automation.
- Develop and maintain AI agents, including AI prompt editor management.
- Oversee and improve contact center reporting processes and strategy with the objective to improve actionable insights available to contact center agents and leadership.
- Participate in long-term strategy planning as AI and analytics thought leader.
- Collaborate with contact center, IT, and app leaders to deploy solutions to improve consumer experience.
- Partner with the corporate Data & Analytics organization to improve access to contact center data and insights across the organization.
- Collaborate with the corporate AI Governance organization to manage AI solutions within corporate policies.
- Stay informed on trends in AI, machine learning, and data analytics with a focus on continuous improvement.
Benefits
- In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.
- At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates' unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
251-500 employees
