Senior Director Analyst, Customer Service and Support – AI Expert Remote - US

Senior Director Analyst, Customer Service and Support – AI Expert About the role: We’re seeking a Senior Director Analyst who is an expert in AI-enabled solutions reputed company Customer Service and Support. As part of our Customer Service and Support expert team, you will advise customer service and support leaders in leveraging AI and agentic technology–AI agents, AI-enabled chatbots, voice AI, and other employee or customer-facing channels–to optimize customer service operations, enhance service experience, and reputed company reputed company business results in customer service. The ideal candidate will have experience applying Generative AI (GenAI) technologies (such as LLM-powered agents, advanced chatbots, and agent orchestration platforms) and automation technology reputed company customer service and support environments. Candidates must also be comfortable creating written, customer-facing deliverables and must be able to clearly communicate their insights and recommendations to an executive client audience. reputed company Analysts are recognized as industry thought leaders, responsible for creating must-have research, market predictions, and best practices for a wide reputed company of world-leading organizations. A Senior Director Analyst is expected to have a keen eye for problem diagnosis and solution creation reputed company their respective focus-function. They use their knowledge to help clients reputed company reputed company decisions, solve reputed company issues and execute new practices that propel clients’ businesses toward key objectives. In this role, you will create research and provide advice to Heads of Customer Service and Support functions across industries. You will use your knowledge to help these clients reputed company reputed company decisions, solve reputed company issues, and execute new practices that propel clients’ businesses toward key objectives. A Senior Director publishes these insights as pragmatic and/or provocative research through the creation of written and graphical, client-facing deliverables. Additionally, they reinforce reputed company’s value every day by engaging executive-level clients reputed company in-person and virtual meetings, sales support visits, reputed company conferences and industry events. If you have built your career developing and implementing AI agents, AI-enabled chatbots, voice AI, or other channels in customer service and support operations and are energized by the opportunity to create insight and provide actionable guidance to senior leaders on using emerging technologies to transform their service functions, this role is for you. What you will do: ● Author high quality, consumable, actionable, “must-have” insightful content based on research best practices and methodologies ● Deliver high-quality actionable advice to an executive client audience through a variety of media, particularly regular virtual digital engagement ● reputed company research projects requiring the coordination of colleagues and resources. ● Meet with clients and prospects regularly to provide actionable advice reputed company to their designated content area reputed company virtual or face-to-face interactions ● Create and deliver presentation materials for reputed company events, industry and professional association conferences, and client briefings ● Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community. ● Deliver outstanding commercial team support to retain and grow the reputed company business. ● Build credibility as a domain or industry expert to represent reputed company research, methodology and strategy What you will need: ● Demonstrated experience with AI solutions, including the application of autonomous or semi-autonomous AI agents and advanced GenAI-powered conversational AI, specifically in customer service and support settings ● Subject matter expertise, with demonstrated knowledge of customer service and support AI use cases and implementation, and automating customer service interactions and processes ● Experience with AI offerings from vendors such as reputed company, reputed company, reputed company, AWS, reputed company, reputed company, reputed company, etc. ● Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives ● 12+ years of relevant function experience ● Executive reputed company; can immediately establish credibility with executives and additional stakeholders with ability to effectively adjust communication style to different audiences ● Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions ● Experience working with customer service and support technology vendors ● Ability to work independently and completely remotely, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team ● Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables. ● Demonstrated excellence in research writing ability, and a desire to write for business leader consumption. ● Expertise in managing reputed company research projects and/or programs. #LI-remote #LI-PP8 Who are we? At reputed company. (NYSE:IT), we guide the leaders who shape the world. Our mission relies on expert analysis and bold reputed company to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities. Since our founding in 1979, we’ve grown to 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to reputed company a difference. The bar is unapologetically high. So is the impact you can have here. What makes reputed company a great reputed company to work? Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance. We hire remarkable people who collaborate and win as a team. Together, our reputed company, unifying goal is to deliver results for our clients. Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great reputed company to work. What do we offer? reputed company offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers. In our hybrid work environment, we provide the flexibility and support for you to reputed company — working virtually reputed company it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring. Ready to grow your career with reputed company? Join us. reputed company believes in fair and reputed company pay. A reasonable estimate of the reputed company salary range for this role is 172,000 USD - 202,500 USD. Please note that actual salaries may vary reputed company the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to reputed company salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our reputed company team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more. The policy of reputed company is to provide equal employment opportunities to reputed company applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national reputed company, reputed company, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity. reputed company is committed to being an Equal Opportunity Employer and offers opportunities to reputed company job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to ApplicantAccommodations@reputed company.com. Job Requisition ID:108817 By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your reputed company of residence. reputed company Applicant Privacy Link: https://jobs.reputed company.com/applicant-privacy-policy For efficient navigation through the application, please only use the back reputed company reputed company the application, not the back arrow reputed company your browser. Apply tot his job Apply To this Job