Contact Center AI Data Manager

Fortune Brands Innovations • North Olmsted, OH

41d • Remote

About The Position

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Furniture and Related Product Manufacturing
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees