Director, 24/7 AI-Driven Command Center

Role Summary: Director, 24/7 AI-Driven Command Center is responsible for leading the shared-service command center that monitors workforce and service performance, identifies emerging risks, and coordinates real-time action across supported lines of business. This role is accountable for protecting service levels through timely, accurate, and increasingly AI-enabled monitoring, decision support, and workforce orchestration.

The Command Center combines automated monitoring with human judgment to deliver early warning, driver attribution, intraday reporting, agent callout and exception management, and coordinated response to service-level risk. The Director will establish a disciplined 24/7 operating model and partner closely with line-of-business WFM Directors, Operations, Reporting and Insights, Technology, and Tools and Governance to ensure decisions are executed quickly and consistently.

Key areas of accountability include:

• Leading AI-driven real-time monitoring, early warning, driver attribution, and intraday reporting
• Orchestrating timely actions to protect service levels and optimize available workforce capacity
• Managing agent callout, exception handling, and escalation of material operational risks
• Coordinating intraday skilling, routing, and line-of-business performance interventions
• Advancing automation and AI-enabled decision support while maintaining appropriate human oversight

The Director will collaborate regularly with senior WFM and Operations leaders to align Command Center priorities with business needs and will serve as a key escalation point during material service events. This role reports to the Sr. Director, Workforce Management.

Key Responsibilities:

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