Assoc. Director, AI Transformation

Role: Associate Director, AI Transformation leading strategy, implementation, and continuous improvement of AI-driven capabilities within customer service centers in a regulated healthcare environment. Responsibilities: partner cross-functionally to enhance customer experience, operational efficiency, quality, and compliance; map requirements to Salesforce and NiCE platforms; identify and deploy AI solutions like agent assist, call summarization, and trend analytics; oversee AI governance, risk assessment, validation, and adoption; evaluate emerging AI technologies for regulatory fit; establish KPIs for AI impact; ensure compliance with healthcare regulations, privacy, and pharmacovigilance standards. Requirements: bachelor’s in life sciences, business, health sciences, or related field; 5+ years’ experience with Salesforce/NiCE or similar CCaaS/CRM platforms; demonstrated AI, automation, analytics application in regulated settings; strong understanding of healthcare compliance and privacy; excellent communication, strategic thinking, project leadership, and change management skills. Preferred: healthcare/pharma AI/automation experience; change management expertise. HighValue: healthcare, pharma, or life sciences focus; AI-enabled customer service; regulated environment; hybrid work setup; 10% travel.