Senior Director, Enterprise Customer Care - AI Strategy

New

ToastCustomer Support

Remote, United StatesFull-TimeDirector

Salary173,000 - 355,000 USD per year

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Job Details

Experience: 10 or more years of experience spanning customer support, customer success operations, or enterprise service delivery, with at least 2 years specifically working with AI or ML tools.
Required Skills: Artificial IntelligenceMachine LearningOperations ManagementStakeholder managementData analytics

10+ years of experience in customer support, customer success operations, or enterprise service delivery.
2+ years of specific experience working with AI or ML tools in a production support or CX environment.
Hands-on experience with AI-assisted tools like Salesforce Einstein, Glance, or equivalent.
Ability to define metrics and interpret data distributions at an operational level.
Experience writing specs, reviewing implementation, and providing feedback to Engineering/Data teams.
Strong instincts on balancing AI utility against risks like hallucination and agent distrust.
Proven leadership presence to manage stakeholder expectations and team adoption.
Track record of successfully deploying tools into production environments.

Define and own the AI and intelligence strategy for Enterprise Care, aligned to the Journey Ownership model and roadmap.
Pilot, evaluate, and recommend AI tools for agent-facing use cases like co-pilot, smart routing, and escalation prediction.
Partner with Product and Engineering to integrate AI tooling with Salesforce and other platforms.
Design an operational analytics framework for dashboards, signals, and reporting.
Build or commission tooling to classify contact complexity and agent workload signals.
Lead the evaluation of AI-readiness and data quality within the organization.
Translate AI capabilities into operational impact and business ROI for leadership.

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