Director, Tech Transformation, Field Operations

About the Role

Field Ops is undergoing a structural transformation to become a future-proof, GenAI-enabled, high-impact global operations organization. This transformation spans footprint optimization, operating model redesign, operational discipline and accelerated technology adoption.

The Tech Transformation Director will report directly to the Senior Director, Head of Global Field Ops and co‑lead the end‑to‑end technology and GenAI transformation of the organization. This role is responsible for redefining how Field Ops leverages tools, workflows automation and AI to materially improve productivity, quality and strategic impact. The Director will act as the bridge between Operations and Tech — translating frontline realities into scalable solutions, driving adoption of GenAI‑enabled workflows, and embedding technology as a core lever of value creation.

• Co‑develop and execute a multi‑year technology transformation roadmap aligned with the Field Ops transformation.
• Prioritize and sequence initiatives to unlock short‑term efficiency gains (2026 impact) while building long‑term structural capabilities.
• Identify and operationalize high‑ROI opportunities in workflow redesign, automation and GenAI agent‑assist.
• Partner with Product and Engineering teams to influence roadmap priorities based on operational value and impact.

• Drive the adoption of GenAI‑powered solutions (agent assist like summarization and translation, quality monitoring…)
• Redesign workflows to integrate AI effectively — recognizing that scaling AI requires new operating processes, not just new tools.
• Build subject‑matter depth in frontline workflows to ensure AI investments are outcome‑driven.

• Assess the current ecosystem (Bliss and non‑Bliss tools) and identify fragmentation and inefficiencies.
• Lead efforts to simplify tool stacks and increase operational coherence.
• Improve ownership clarity for workflows and tools across Comm Ops and cross‑functional partners.
• Lead a systematic review of Field Ops workflows to identify, prioritize, and execute automation opportunities beyond incremental improvements.
• Define and own a structured automation pipeline across all COEs, including rule‑based automation, GenAI‑enabled automation, workflow elimination and system integrations.
• Establish clear automation targets (e.g., % automation rate, reduction in manual touches, productivity uplift).
• Partner with Product, Engineering, and Data teams to accelerate implementation of automation solutions with measurable ROI.
• Ensure automation initiatives are tied to headcount strategy, footprint decisions, and quality improvement and cost‑efficiency targets.
• Drive cultural adoption by repositioning automation as a value‑creation lever rather than a threat to scope.
• Monitor and report on automation impact (quality, compliance, productivity, cost reduction).

• Redesign metrics and incentives to reward productivity, quality and AI adoption rather than pure throughput.
• Integrate productivity visibility tools and monitoring best practices to strengthen operational discipline.
• Partner with Workforce Management, Analytics, and L&D to ensure technology adoption translates into measurable impact.
• Partner with the CST Experience team to drive adoption of new technologies and reinforce the transformation narrative across Field Ops.
• Support the shift from a volume‑driven mindset to a productivity‑ and impact‑driven culture.

• Act as the internal expert, constantly benchmarking against best‑in‑class CX technology and bringing innovative, industry‑leading Generative AI and Agentic AI solutions into the organization.
• Provide data‑driven insights on ROI, cost efficiency, and quality uplift from technology initiatives.
• Contribute to footprint and sourcing decisions by assessing automation potential and capability requirements.
• Serve as the executive interface with Tech and Product.

• 10+ years of progressive leadership experience…