Contact Center AI Data Manager

Overview

Lead AI and data analytics initiatives for the consumer service contact center.

Key Responsibilities

• ai initiatives
• data analytics
• reporting
• ai governance
• strategy planning
• ai agents

Tasks

Location: REMOTESponsorship: Not eligible at this time. This role is responsible for leading design, implementation, and utilization of artificial intelligence and data analytics initiatives within the FBIN Consumer Service contact center organization. The role will collaborate with stakeholders across contact center leadership, contact center operations, knowledge management, IT, and app development to deploy solutions that improve the consumer experience and optimize business performance. -Collaborate with contact center, IT, and app leaders to deploy solutions to improve consumer experience. -Develop data analytics capabilities within contact center organization to optimize business performance, improve consumer experience, and identify opportunities for AI and automation. -Lead and execute AI initiatives for FBIN Consumer Service contact center organization, including both consumer-facing and internal-focused generative and agentic AI solutions. -Collaborate with the corporate AI Governance organization to manage AI solutions within corporate policies. -Stay informed on trends in AI, machine learning, and data analytics with a focus on continuous improvement. -Oversee and improve contact center reporting processes and strategy with the objective to improve actionable insights available to contact center agents and leadership. -Partner with the corporate Data & Analytics organization to improve access to contact center data and insights across the organization. -Participate in long-term strategy planning as AI and analytics thought leader. -Develop and maintain AI agents, including AI prompt editor management.

Requirements

• bachelor's
• 5 years
• data analysis
• ai solutions
• contact center
• large datasets

What You Bring

-Bachelor’s degree in Computer Science, Data Science, Statistics, Engineering, Finance, Analytics, Statistics, or a related quantitative discipline. -Ability and willingness to travel up to approximately 10% of the time. -Strong analytical and critical thinking skills with a focus on structure, logic, and clarity. -Embrace a culture of always testing, always learning, and proven ability to quickly learn new applications, processes, and procedures. -Proven ability to gather requirements, map processes, and translate them into functional AI-enabled solutions. -Minimum 5 years of experience in data analysis, BI solution development, or AI solution development. -Proven ability to communicate complex analytical concepts to non-technical audiences and senior leadership. -Experience working with contact center technologies (WFM, CCaaS, KMS, LMS) is a plus. -Expertise in manipulating large data sets, interpreting data trends, and using disparate data sources and tools.

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Benefits

Reasonable Accommodations At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates. Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $90,000 USD - $143,000 USD. Please note that actual salaries may vary within 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 base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

About Fortune Brands Innovations

-A leader in innovation, transforming everyday spaces with smart, functional products. -Focused on creating sustainable solutions that enhance the way people live, work, and play. -With decades of experience, the company has pioneered advancements in home hardware, kitchen, and bath industries. -Their product lines include iconic brands that redefine comfort, performance, and design. -From high-end kitchen systems to innovative home security technologies, Fortune Brands is at the forefront of next-gen solutions. -Known for its strong financial growth, the company continues to expand its reach globally with cutting-edge designs. -They have a history of pushing boundaries with both traditional and digital product offerings.

Sector Specialisms

Visa Sponsorship

-sponsorship not eligible at this time.