Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.
Who We Are
Intradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.
What We Do
Our platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.
How We Work
We solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.
Our Culture
We’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.
Our Values
We encourage our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:
Servant's Heart—We believe in caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
Craftsman's Attitude—We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick).
Growth Mindset—We believe that progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.
Strategic Leadership & Roadmap
- Own and drive Intradiem's internal AI transformation roadmap, translating company strategy into a prioritized, phased execution plan
- Define and manage the AI use case pipeline across intake, evaluation, prioritization, and sequencing across all business functions
- Serve as the organizational owner of Intradiem's AI operating model, driving the shift from ad hoc adoption to structured, scalable capability
- Establish enterprise AI architecture through strategic framework selection and standardized, reusable development patterns that support consistent delivery across the business
Team & Program Leadership
- Lead and grow a dedicated AI Enablement team responsible for use case delivery, workflow automation, and business enablement
- Balance strategic direction with hands-on involvement, willing to lean in directly on tooling, architecture decisions, and use case execution where needed
- Own the management, administration, and optimization of internal AI tools and platforms, ensuring they are well-governed, widely adopted, and delivering measurable value
- Report directly to the VP of Technology and serve as the primary internal voice and decision-maker for AI transformation
Investment & Vendor Decisions
- Evaluate, select, and manage AI products, platforms, and services in partnership with the VP of Technology, with authority to move at speed and scale
- Support AI transformation budget allocation in coordination with leadership, ensuring spend is tied to measurable business outcomes
Cross-Functional Coordination & Governance
- Build, manage, and chair the AI Center of Excellence, Intradiem's cross-functional steering body for AI prioritization, adoption, and accountability
- Establish and maintain AI governance frameworks covering responsible use policies, intake processes, and decisioning in partnership with Legal, Security, Compliance, and the People Team
- Serve as the designated internal spokesperson for the AI program, collaborating across teams and with strategic partners to communicate progress and maintain alignment
Enablement & Change Management
- Lead change management efforts to move the business through the AI transformation, building fluency, confidence, and sustainable adoption at all levels
- Design and deliver role-based, in partnership with Learning Services, AI enablement programs, workshops, and learning initiatives tailored to technical and non-technical teams
- Partner with functional leaders to identify, develop, and deploy AI solutions that reduce manual work, accelerate decisions, and create competitive leverage
- Foster a culture of experimentation, innovation, and AI fluency across the organization
Measurement & Accountability
- Develop and own key AI KPIs tracking adoption, active use cases, time-to-value, and business impact (including ROI and cost/efficiency savings)
- Drive quarterly goal accountability for the AI program, reporting progress to leadership and the steering committee
- Stay current on emerging AI technologies, regulatory developments, and industry trends to continuously sharpen strategy and decision-making
What We're Looking For
- 10+ years of experience in SaaS, enterprise software, technology enablement, or transformation roles.
- 3 to 5+ years leading AI adoption initiatives, automation programs, or enterprise change management efforts
- Hands-on experience with AI and GenAI platforms such as OpenAI, Anthropic, Microsoft Copilot, etc…, and a working understanding of LLMs, APIs, and AI-native tooling
- Proven ability to lead organizational change and drive adoption across distributed, cross-functional teams
- Strong communication and executive presentation skills, with the ability to make complex technical concepts clear and actionable
- Experience building and managing high-performing teams in fast-paced environments
- Familiarity with AI governance, ethical AI frameworks, data privacy standards, and evolving AI regulations
Work Authorization:
Candidates must have the legal right to work in the country where the role is based at the time of application. Verification of identity and employment eligibility will be required during onboarding.
Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
Similar Jobs
What you need to know about the Boston Tech Scene
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
