Senior Director, Applied AI, Intelligent Automation
Farmers Insurance
full-time
Posted on:
Location Type: Hybrid
Location: California • Colorado • United States
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Salary
💰 $156,300 - $297,125 per year
Job Level
About the role
- Leverage modern technology (including AI and Automation) to re-think of how we do business at Farmers
- Influence the Enterprise technology roadmap
- Identify impactful opportunities, test solutions, and scale successful AI initiatives.
- Stay current on AI trends and implement new technologies.
- Define and track metrics to measure the value and ROI of technology initiatives.
- Serve as a trusted advisor to leadership and educate teams on AI's value.
- Manage relationships with key AI vendors.
- Directs teams to implement and maintain technology and tools that support these functions.
- Identifies and implements tools and processes to optimize operations, meet service level agreements, enhance employee and customer experience, and reduce operating expenses.
- Sets, prioritizes, and leads the execution of near- and long-term strategies and goals for the department relating to AI.
- Collaborates with stakeholders across the organization around structure and process to drive work movement and influence efficiencies.
- Owns relationships with enterprise Centers of Excellence to support various initiatives.
- Builds, manages and maintains positive relationships with external vendors and internal key stakeholders to ensure execution of day-to-day operations and strategic initiatives.
- Leads and implements process design.
- Develops long-term, insightful strategies for innovation to support major business initiatives.
- Drives continuous improvement to support department and broader enterprise strategies.
- Manages the implementation and use of technology, tools, and processes that enable service delivery to customers and agents.
- Leads and directs teams to adopt and implement initiatives and priorities.
- Impacts resource allocation and influences decisions for budget exceeding $10M.
- Hires, coaches and develops technical experts and junior management to execute telephony, knowledge management, data and analytics, and/or workforce management projects.
- Takes ownership of performance management, succession planning and employee engagement of teams.
- Performs other duties as assigned.
- Analyzes external research, benchmarks, industry trends, and competitors to evaluate operational effectiveness.
- Educates executive leadership about gaps and creates plans to remediate shortcomings.
- Identifies key metrics and analyzes internal data to assess operational performance.
- Applies broad industry knowledge and awareness to develop and present proposals or business cases for process, system, and efficiency improvements.
Requirements
- Bachelors degree required with a concentration in science, technology, engineering or math preferred.
- Masters degree preferred.
- 7-10 years of experience required in large scale service operations a contact center or similar environment where telephony systems, efficiency tools or data science Service tech stacks are used to improve operating results.
- Proven experience productizing emerging technologies to solve operational challenges.
- Experience leading AI/automation strategy and execution highly preferred.
- Insurance industry experience strongly preferred.
- 5-7 years of leadership experience required, with leader of leader experience preferred.
Benefits
- Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AIAutomationData analysisProcess designPerformance managementTelephony systemsKnowledge managementData scienceEfficiency toolsOperational metrics
Soft skills
LeadershipRelationship managementStrategic planningCollaborationCoachingCommunicationInfluencingContinuous improvementProblem-solvingEmployee engagement
Certifications
Bachelor's degreeMaster's degree