Director, Digital Innovations - Contact Center AI Strategy & Operations

GE Appliances, a Haier company • Louisville, KY

80d

About The Position

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 enablement—directly 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 organization—including 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.

Requirements

• Technical understanding of AI and Machine Learning.
• Bachelor’s or Master’s degree in Business, Engineering, Computer Science, or a related field, or equivalent experience.
• 10+ years of relevant business experience including experience in contact center operations or digital transformation.
• 3+ years leading the implementation of AI / ML solutions in customer service settings.
• Strong business acumen and understanding of consumer / customer care metrics.
• Demonstrated success in building and leading cross-functional teams.
• Familiarity / experience with scripting (Python, JavaScript) or process automation.
• Strategic thinker with a bias toward execution and iteration.
• Strong communicator across technical and non-technical stakeholders.
• Proven ability to act as a change agent leveraging technology.

Nice To Haves

• Familiarity with contact center platforms (e.g., cloud telephony, Salesforce Service Cloud, Oracle).
• Experience in consumer durables, home appliances, or electronics industries.
• Background in remote agent workforce support, including logistics and IT coordination.
• Knowledge of LLM technologies, prompt engineering, and customer service chatbot design.

Responsibilities

• 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.
• Building and leading a dedicated AI and Digital Innovation team.
• Identifying, developing, training, and monitoring AI solutions such as virtual agents, agent assist tools, knowledge automation, generative AI applications, and digital sales assistants.
• Overseeing the IT leader managing the technology enablement team.
• Managing contact center Digital Technology team to meet ongoing daily needs.
• Partnering with DT, HR, Customer Experience, Field Service, and Warranty Operations.
• Leading organizational change efforts to ensure effective rollout and adoption of digital tools.

Benefits

• Relocation Assistance Available.
• Flexible work arrangements.
• Commitment to inclusion and diversity.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees