Percepta · 18 hours ago
Director, AI Enablement & Adoption
Dearborn, MI
Full-time
Onsite
Director/Executive
10+ years expPercepta is a leader in automotive and mobility customer experience, seeking a visionary leader to integrate AI across their business and client ecosystem. The Director of AI Enablement & Adoption will define and execute the global AI transformation strategy, focusing on enhancing customer experience through smarter and faster interactions.
Customer ServiceOutsourcing
Responsibilities
Architect and lead Percepta’s enterprise AI roadmap, aligning enablement, adoption, and governance with corporate strategy and client transformation goals
Oversee the rollout of AI tools and platforms across global contact centers, back-office operations, and business functions, driving measurable ROI and operational uplift
Integrate AI into agent workflows, workforce management, analytics, and quality programs to enhance experience, accuracy, and performance
Collaborate across IT, Learning, HR, and Operations to embed AI capability building into onboarding, leadership development, and day-to-day operations
Establish enterprise-level KPIs and OKRs to measure adoption, productivity impact, customer outcomes, and ROI
Lead and mentor a global network of AI champions and departmental power users, creating a sustainable culture of experimentation and continuous improvement
Evangelize responsible and human-centered AI adoption, ensuring transparency, governance, and alignment with Percepta’s values and client commitments
Qualification
Required
Bachelor's or master's degree in business, IT, Learning, or related field
10+ years of experience leading enterprise-level digital transformation, enablement, or technology adoption programs
Proven success integrating AI, automation, or advanced analytics within large-scale contact center environments
Deep understanding of CX operations, including omnichannel service delivery, WFM, quality, analytics, and performance optimization
Strong executive presence with the ability to influence senior stakeholders, manage cross-functional alignment, and communicate complex technology concepts simply
Expertise in GenAI, Copilot, and knowledge-management tools; familiarity with Amazon Connect, NICE, Salesforce, and Microsoft 365 ecosystems
Strategic mindset paired with operational rigor; you measure what matters and know how to turn insight into impact
Ability to travel up to 25% to champion adoption and innovation across global sites
Preferred
Change-management certification (Prosci, ACMP, or equivalent)
Company
Percepta
Percepta is a global, contact services company that builds customer loyalty.
1001-5000 employees
H1B Sponsorship
Percepta has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
Funding
Current Stage
Late StageLeadership Team
Ashlynn Woods
Global Employee Experience Partner
LaSandra Johnson
Human Resources Business Partner II
Recent News
2025-10-06
2025-08-25
Company data provided by crunchbase