Senior Manager, AI and Automation, Global Business Systems

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Primary Function of Position: The Senior Manager, AI & Automation is responsible for defining and executing the strategy, governance, and delivery of Artificial Intelligence (AI), Automation, and Digital Transformation initiatives across Global Services. This role partners closely with Global Services leadership, IT, and cross-functional stakeholders to identify opportunities that improve customer experience, employee productivity, operational efficiency, and business scalability. The Senior Manager will lead a team focused on AI innovation, intelligent automation, analytics, and process optimization while ensuring all solutions meet the compliance, validation, and quality standards required. This is a business role and not a solution (IT) role. Roles and Responsibilities: AI & Automation Strategy Develop and execute a multi-year AI and Automation roadmap aligned with Global Services and enterprise objectives. Identify opportunities to leverage AI, machine learning, generative AI, robotic process automation (RPA), workflow automation, and predictive analytics. Establish an innovation framework that balances experimentation, governance, risk management, and business value realization. Drive adoption of emerging technologies to improve customer and employee experiences. Business Process Transformation Partner with business leaders to assess operational challenges and identify opportunities for automation and optimization. Lead process improvement initiatives focused on reducing manual effort, increasing scalability, and improving service delivery performance. Facilitate automation opportunity assessments and prioritization workshops across Global Services functions. Establish metrics and reporting to measure automation effectiveness and ROI. AI & Digital Solutions Delivery Lead the design, development, implementation, and support of AI-enabled solutions and automation platforms. Oversee delivery of solutions supporting CRM, service operations, customer support, knowledge management, telephony, field service, and customer-facing technologies. Collaborate with enterprise architecture and IT teams to ensure solutions are scalable, secure, and integrated. Establish standards, methodologies, and best practices for AI and automation development for global services that align with the corporate requirements. Governance, Risk & Compliance Create governance processes for AI and automation initiatives, including intake, prioritization, approvals, and monitoring for global services. Ensure solutions comply with applicable regulations, quality system requirements, and data privacy standards. Partner with Quality, Regulatory, Legal, Privacy, and Cybersecurity teams to assess risks associated with AI solutions as required. Support validation activities for systems operating within regulated environments and ensure appropriate documentation is maintained. Data & Analytics Leadership Promote data-driven decision making through advanced analytics, dashboards, and operational insights. Partner with business, analytics, and IT stakeholders to improve data quality, accessibility, and governance. Leverage AI and analytics to identify trends, predict service demand, improve customer support outcomes, and optimize resource utilization. Vendor & Technology Management Evaluate emerging AI and automation technologies, vendors, and strategic partnerships. Manage vendor relationships and contracts related to AI, automation, and analytics solutions. Lead proof-of-concept initiatives and business case development for new technologies. People Leadership Build and lead a high-performing team of AI, Automation, Business Systems, and Process Excellence professionals. Foster a culture of innovation, experimentation, accountability, and continuous improvement. Coach team members on emerging technologies, business process optimization, and digital transformation methodologies. Develop organizational capabilities that support long-term AI adoption and operational excellence. Required Qualifications Bachelor's degree in Information Systems, Computer Science, Engineering, Business, Data Science, or related field or 10+ years of experience in business systems, automation, digital transformation, process improvement, or technology leadership. 5+ years of leadership experience managing technical, business systems, or transformation teams. Experience implementing AI, automation, analytics, or digital transformation initiatives at enterprise scale. Strong understanding of service operations, customer support, field service, or customer experience processes. Experience with enterprise platforms such as CRM, workflow automation, and analytics solutions. Demonstrated ability to build business cases and deliver measurable business outcomes. Strong stakeholder management and executive communication skills. Experience in the medical device, healthcare, life sciences, or other regulated industries with knowledge of GxP, Computer System Validation (CSV),

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