Director, AI Support Transformation – ServiceNow

This is a fully remote position, open to applicants in Arizona, +13 more states.

📋 Description

• Create and implement the enterprise strategy for AI-enhanced and automated customer support.

• Oversee the ServiceNow platform strategy, which includes operations, upgrades, integrations, and reporting.

• Collaborate with company leaders to transform challenges into shared, scalable platform solutions.

• Redesign support workflows to integrate AI for triage, knowledge retrieval, and resolution suggestions.

• Advocate for the adoption of new tools and processes with an emphasis on measurable results.

• Set governance and quality standards for the support knowledge base.

• Enhance data connections between cases, resolutions, and knowledge articles.

• Lead a seasoned ServiceNow team.

• Propel AI capabilities from initial concept to full production.

• Willingness to travel up to 10% as necessary.

⛳️ Requirements

• Proven track record in leading large-scale service management, IT service delivery, or operational transformation initiatives.

• Experience in guiding a significant enterprise platform, encompassing its roadmap, operations, governance, and adoption processes.

• Strong grasp of support workflows, case management, knowledge management, and service metrics.

• Established ability to lead and motivate existing technical and operational teams.

• Exceptional skills in influencing and collaborating with leaders from decentralized business units.

• Strategic thinker capable of translating broad objectives into measurable results.

• Direct leadership or implementation experience with the ServiceNow platform (particularly Now Assist, Virtual Agent, AI Search) is preferred.

• Experience in designing AI-assisted or autonomous operational workflows is preferred.

• Background in healthcare technology, enterprise software, or another regulated industry is preferred.

• Experience managing vendors, platform budgets, and cross-functional governance is preferred.

• Familiarity with privacy, security, and human oversight requirements for production AI is preferred.

• Must be located in the United States.

• Ability to work during standard business hours and provide occasional after-hours support as needed.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunity to thrive in a fast-paced and dynamic environment.

• Flexible remote work arrangement.

• Up to 10% travel may be required.