AI Team Manager

POSITION SUMMARY:   

The AI Team Manager is responsible for leading the design, implementation, and continuous improvement of artificial intelligence (AI) and automation solutions that support the operational and strategic goals of CCS. This role combines hands-on solution development, technical oversight, and people leadership. The Manager builds and leads a team that translates business needs into reliable, scalable workflows, reduces manual effort, and improves service quality. Working with business leaders, IT, Information Security, and Compliance, the Manager oversees implementation, employee adoption, and ongoing support while measuring business results and protecting company, client, and consumer information. 

ESSENTIAL FUNCTIONS: 

• Supervises and mentors AI and automation professionals, setting clear expectations for delivery, quality, and accountability. 

• Builds and leads the AI team, including hiring, onboarding, performance management, and resource planning. 

• Acts as the primary liaison between business stakeholders and technical teams for AI and automation initiatives. 

• Gathers and prioritizes business requirements and maintains an AI roadmap based on business value, risk, and implementation effort. 

• Conducts regular stakeholder meetings to communicate priorities, project timelines, results, and support needs. 

• Explains technical options, AI limitations, and implementation tradeoffs clearly to non-technical stakeholders. 

• Oversees administration of approved enterprise AI platforms, including user access, permissions, connectors, and shared resources. 

• Designs and implements AI workflows, prompts, agents, and reusable tools for reporting, document processing, client onboarding, and other business needs. 

• Works with IT, Information Security, and Compliance to establish controls for data access, confidentiality, retention, and authorized use of AI. 

• Manages integrations between AI tools and internal or external systems using APIs, approved connectors, or middleware. 

• Leads AI projects from discovery and pilot testing through deployment and ongoing support, managing scope, timelines, and resources. 

• Develops project plans, maintains implementation documentation, and reports progress, costs, and risks to stakeholders. 

• Coordinates internal teams and external vendors across multiple initiatives and manages dependencies between workstreams. 

• Establishes testing and acceptance criteria for accuracy, reliability, security, and business fit, including appropriate human review and exception handling. 

• Stays current with AI capabilities and evaluates platform or model changes before applying them to active workflows. 

• Evaluates AI vendors and tools, recommending solutions based on capability, cost, security, integration needs, and ongoing support. 

• Measures labor savings, processing time, output quality, adoption, and operating costs to assess results and identify improvements. 

• Provides practical training and guidance to employees and team members on approved AI tools and effective workflows. 

• Maintains workflow documentation, version history, training materials, and recovery procedures, with clear ownership and backup coverage. 

• Partners with IT to run production scheduled tasks in approved, centrally managed environments, with shared support, failure alerts, and recovery procedures independent of an individual employee's PC or personal login. 

• Monitors active workflows, resolves issues promptly, and leads change management to support sustained adoption and reliable operation. 

• Ability to maintain consistent and regular attendance in accordance with an established schedule. 

• Ability to work onsite/in-office in accordance with CCS and department policies and procedures. 

QUALIFICATIONS:  

• Minimum five years of experience in technology implementation, business systems, process automation, or a related field, including hands-on delivery of AI solutions in a business environment. 

• Demonstrated experience managing or mentoring technical professionals and leading a team through implementation and ongoing support. 

• Practical experience with enterprise generative AI platforms, such as Claude or ChatGPT, and building reusable workflows for business users. 

• Experience developing and refining prompts, providing relevant business context, and evaluating AI outputs against defined quality standards. 

• Experience integrating applications through APIs or approved connectors and working with enterprise authentication and access controls. 

• Ability to build and troubleshoot workflows using low-code tools, scripting, or both; familiarity with Python, SQL, or JavaScript preferred. 

• Understanding of AI limitations and risks, including inaccurate outputs, inconsistent results, sensitive data exposure, and unsafe instructions embedded in source content. 

• Experience defining testing, human review, exception handling, and monitoring practices for workflows used in daily operations. 

• Familiarity with centrally managed scheduled tasks, service accounts where supported, logging, failure alerts, and business continuity practices. 

• Ability to develop an AI roadmap and balance business priorities, technical feasibility, risk, and team capacity. 

• Strong verbal and written communication skills, including the ability to explain technical concepts to executives and business users. 

• Ability to analyze complex business processes and identify practical opportunities to reduce manual work and improve service. 

• Experience managing the full solution lifecycle, including design, testing, deployment, documentation, and support. 

• Familiarity with version control, controlled releases, and change management practices. 

• Strong problem-solving skills and the ability to diagnose issues involving data, integrations, prompts, or workflow design. 

• Proficiency in project planning and the ability to manage multiple initiatives and meet deadlines. 

• Ability to build working relationships across departments and lead initiatives involving stakeholders outside the direct reporting team. 

• Experience training employees and supporting adoption of new tools and processes. 

• Ability to quantify business value through labor savings, quality improvements, processing time, and operating costs. 

• Experience evaluating vendors, managing implementation partners, and assessing ongoing support requirements preferred. 

• Experience in collections, financial services, or another regulated environment is a plus. 

• Familiarity with knowledge retrieval, document processing, or CRM integrations, including Salesforce, is a plus. 

EDUCATION REQUIREMENTS: 

• Bachelor's degree in information systems, computer science, business, or a related field preferred, or directly related equivalent experience. 

• Relevant training or certifications in AI, automation, cloud platforms, or project management preferred.