Manager, AI Transformation - Hybrid

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Position Summary

The Manager of AI Transformation will lead the strategic deployment of AI technologies across call center operations to enhance both customer and agent experiences. This role is responsible for identifying, implementing, and optimizing AI-driven solutions that improve containment, deflection, and operational efficiency.This role will be instrumental in enhancing both the customer and agent experience, while driving measurable improvements in containment, deflection, and operational efficiency.

The ideal candidate will bring a demonstrable history of driving operational efficiency and transformation through partnering with internal and external Technology teams and solutions, with a proven ability to lead cross-functional teams and deliver impactful outcomes and measurable results through data-driven decision-making.

Key Responsibilities

AI Strategy & Execution

• Develop and execute a roadmap for AI transformation in call center environments, aligned with enterprise goals.
• Identify opportunities for AI-driven automation, virtual agents, predictive analytics, and intelligent routing, etc.
• Identify and implement AI use cases that enhance the customer journey and empower agents with real-time tools and insights.
• Partner with IT, operations, and vendor teams to implement scalable AI solutions.
• Continuously monitor and refine AI interactions to ensure high-quality, human-centric experiences.
• Drive end-to-end transformation initiatives, from ideation through execution, using structured methodologies (e.g., Lean, Agile, Prosci).
• Communicate effectively with stakeholders at all levels to build alignment and support.
• Demonstrate the ability to adapt, embrace change, challenge the status quo, and ultimately remain flexible.

Team Leadership

Change Management & Adoption

Performance Measurement & Optimization

Qualifications

Preferred Skills

If you reside in or intend to work remotely from California, Colorado, Connecticut, Hawaii, Illinois, Minnesota, Nevada, New York, Ohio, Washington D.C., Washington State or another state or locality with a pay transparency law, you may contact Careers@nrg.com for compensation information related to this position and other information as required by applicable law. Please include the job title in your request.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M / F / Vet / Disability. Level, Title and / or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.