Sr. Director, Conversational AI / Employee Experience Platforms

Job Description:

Sr. Director, Conversational AI / Employee Experience Platforms

Being a company millions of people want to join, stay and grow with is a strategic priority for Mars Inc. Achieving such a brand and culture as an employer is incredibly difficult in such a competitive environment in many places around the world. Having a compelling Associate experience that enables associates to be their best through high quality technology is one vital key to achieving this goal.

This role will support achievement of this strategy by creating and driving cutting edge associate experiences with a well-defined Generative / Conversational AI, workflow automation and enterprise search strategy. This leader will be responsible for the definition, development & delivery of a portfolio of digital solutions and services that support the exceptional conversational AI and search experiences at Mars.

This modern technology leader will continue to be at the forefront of driving enterprise-wide adoption of Generative /Conversational AI, leveraging Now Platform to automate workflows, implement ServiceNow and other virtual assistants, driving adoption of AI search along with specialized cloud-based capabilities through the centers of excellence to develop and scale operational improvements, advanced analytics use cases and automation opportunities as applicable to global business services and operations.

What are we looking for?

• Bachelor's degree in IT, Business or relevant business function (e.g. Human Resources) or equivalent
• 10+ years executive experience in IT, 5+ years' experience specifically in Conversational AI/ML Ops, Automation technology.
• Deep understanding of LLM, Conversational AI technologies, Virtual Assistance Agents, AI Search and their applications to enhance user experience.
• Expertise with modern AI/ML algorithms, techniques, software, and their practical application to build enterprise scale solutions.
• Extensive experience is deploying ServiceNow ITOM, SPM, Source-to-pay (STP) or HRSD aligned with ServiceNow best practices.
• Experience with Configuring and customizing ServiceNow including Now Platform workflows using flow designer, service catalogue, UI, client scripts, business rules, UI actions etc.
• Integrating platform to system of record like Microsoft, Ariba, SAP, Workday and provide a connected experience across multiple search engines, conversational AI, VA services.
• An understanding of AI Search architecture along with the applicable ML, NLP/NLU algorithms to increase relevance and accuracy.
• Applications portfolio mgmt., budget management and stakeholder relationship management of global leaders.
• Experience deploying a global platform that supports multiple languages, catalogues, and knowledge bases.
• Strong leadership and people management skills, with a proven ability to lead and mentor direct and indirect teams to deliver high-quality results.

What will be your key responsibilities?

• Serve as the strategic DT co-pilot for establishing a robust platform that supports Conversational AI, global search engine, VA for aligning stakeholders and to ensure business strategies are enabled.
• Drive innovation in the design and deployment of platform that supports AI/ML use cases, enterprise search with necessary capabilities like MLOps, Feature Stores, GenAI/LLMs.
• Leverage AI/ML to generate insights and recommendations for business actions, to reduce costs, to increase capabilities, to enhance controls, and to improve associate experiences.
• Full accountability for establishing & driving the global IT strategy for these functions and road map including the creation of new Conversational AI Center of Excellence capabilities team aligned with internal and external best practices and emerging trends.
• Work closely with cross-functional teams to identify opportunities for AI use cases within the organization and develop and execute plans to improve operational efficiencies and drive revenue growth.
• For the shared services area, drive efficiencies and process standardization using industry standard platforms and benchmarked KPIs.
• Govern the scope of the existing functional portfolio of applications throughout the application lifecycle.
• Drive down the portfolio complexity and TCO within the business capability area across all global, regional and local applications.
• Collaborate with business, IT and data teams to ensure automation and AI solutions align with Mars overall data architecture and technology roadmap.
• Responsible for building and maintaining a high performing global organization, providing leadership, engagement & line management to business process, information and functional/technical experts.
• As a senior leader, contribute to the development and leadership of Mars Digital Technologies and Mars Global Services strategies.

What can you expect from Mars?

• Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

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The base pay range for this position at commencement of employment is expected to be between the range listed below, however, base pay offered may vary depending on multiple individualized factors, including but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, if eligible, including variable pay, medical and dental benefits, participation in 401k plan, and paid time off benefits. Eligibility for these additional elements depend on the position offered and the employee’s work schedule (i.e., part-time schedule, store associate). Details of participation in these benefit plans will be provided if an applicant receives an offer of employment.

USD 296,080.00 - USD 407,110.00