Leads AI readiness and adoption across call center, back-office, and frontline operations. Designs learning, change management, communication, and reinforcement campaigns; consults with executives and HR leaders; integrates enterprise best practices; equips leaders with coaching resources; and develops measurement strategies using feedback and tool telemetry to improve AI adoption and operational performance.

Leads instructional designers and creative specialists delivering AI-enabled, experiential, and in-the-flow-of-work learning for frontline and back-office operations. Partners with operational leaders, applies adult learning science and human-centered design, manages project portfolios, coaches agile practices, and uses learning and operational data to optimize performance outcomes. The role integrates AI and automation into content development while overseeing delivery, stakeholder consulting, talent development, and continuous improvement.