• Drive the vision, design, and execution of an integrated technology architecture that powers seamless, intelligent, and personalized customer experiences across all digital and physical touchpoints. • Champion the use of Agentic Commerce patterns—autonomous shopping agents, proactive assistant bots, and AI-driven fulfillment orchestration—to create frictionless, next-gen shopping experiences. • Design intelligent, AI-augmented experiences that integrate predictive personalization, dynamic pricing, virtual styling, conversational commerce, and autonomous checkout journeys. • Integrate commerce ecosystems with real-time decision engines, customer data platforms (CDPs), recommendation systems, and AI models to drive adaptive journeys. • Partner with product, engineering, and data science teams to implement AI across the customer lifecycle—from acquisition and engagement to loyalty and retention. • Define architectural principles to scale AI/ML use cases, leveraging cloud-native platforms (GCP, AWS), serverless models, and data mesh strategies. • Architect future-ready, omnichannel commerce platforms supporting unified experiences such as BOPIS, Same-day Delivery, and Endless Aisle. • Ensure architecture enables real-time signals processing (e.g., clickstream, IoT, POS), contextual understanding, and action-triggering across commerce surfaces. • Lead architectural reviews and governance for AI-based and connected commerce projects. • Guide experimentation with GenAI, LLMs, and autonomous agents in commerce, marketing, and fulfillment use cases. • Collaborate with data, privacy, and compliance teams to align AI-powered experiences with data governance and ethical AI frameworks.

Role Description We are seeking an AI Operations Director, to serve as a strategic operator for the AI Office, helping translate Lumen’s AI ambition into clear priorities, operating mechanisms, executive alignment, and measurable enterprise impact. Reporting to the Chief AI Officer, this role will run the AI Office operating system – connecting strategy, portfolio discipline, governance forums, executive communications, stakeholder alignment, and follow-through across the enterprise AI ecosystem. - Ensure the organization is focused on the right priorities. - Make decisions with clarity and speed. - Provide leaders with the visibility needed to accelerate value realization. - Bring structure to complexity and improve transparency across the portfolio. - Ensure the execution model is clear and effective. - Connect strategy to results through structure, governance, and operating cadence. Main Responsibilities - Partner closely with the Chief AI Officer to translate strategy into clear priorities, operating mechanisms, action plans, and executive narratives. - Serve as a strategic thought partner on where to invest, scale, pause, or stop across the AI portfolio. - Identify emerging gaps, risks, and opportunities across the AI ecosystem. - Support the AI Office as an enterprise leadership function. - Maintain a clear enterprise view of AI initiatives. - Ensure consistency in how initiatives are defined, tracked, and reported. - Identify and surface early indicators of fragmentation, duplication, or misalignment across initiatives. - Support prioritization decisions by synthesizing business, product, technical, and organizational signals. - Design and manage the AI Office operating cadence. - Stand up and manage portfolio governance, success metrics, and executive reporting. - Enable faster, higher-quality decisions by framing tradeoffs and driving alignment. - Act as a central connector across AI, Product, Engineering, HR, Legal, and business teams. - Clarify ownership, sequencing, and interdependencies to improve execution. - Remove structural barriers that slow progress. - Build strong stakeholder relationships to drive accountability, adoption, and follow-through. - Help define and track success metrics tied to business outcomes. - Deliver clear, executive-ready insights on progress, risks, themes, and impact. - Continuously improve and strengthen the AI Office operating model. - Introduce scalable ways of working that improve focus, decision quality, and execution effectiveness. Qualifications - 8+ years of experience in strategy & operations, chief of staff, business ops, transformation, product/program management, or large-scale transformation execution. - Strong strategic thinking and business judgment. - Ability to move fluidly between strategic framing and hands-on execution. - Strong program management discipline. - Proven experience managing complex, cross-functional initiatives. - Strong ability to translate strategy into executable plans. - Experience working in or alongside data, AI, or technology organizations. - Exceptional stakeholder management, communication, and influence skills. - Demonstrated ability to operate in ambiguous, fast-paced environments. Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. - $152,066 - $253,444 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, WY. - $159,670 - $266,166 in these states: CO, HI, MI, MN, NC, NH, NV, OR, RI. - $167,273 - $278,789 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, WA. Benefits - Comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks.

• Lead end-to-end development for our AI platform and customer experiences, from initial roadmap to rollout. • Partner with engineers to design prompt strategies, evaluation frameworks, and guardrails—balancing latency, cost, and accuracy. • Serve as the technical translator between engineering and the broader organization, establishing AI best practices and platform standards. • Drive systematic improvement in answer quality, customer satisfaction, and automation rates through rigorous experimentation. • Work with partners at OpenAI to evaluate and deploy the next generation of voice models and workflow automation.

• Design and own a company-wide AI fluency progression framework that defines clear, role-anchored benchmarks for advanced AI usage across all business levels. • Build and deliver advanced learning experiences and workshops focused on agentic AI, automation design, and multi-step workflows. • Partner with functional leaders across the organization to identify role-specific AI use cases and implement targeted enablement programs to close operational skill gaps. • Establish and maintain scalable public knowledge infrastructure within internal communication platforms to make AI prompts, workflows, and use cases searchable and reusable. • Develop frameworks, toolkits, and standard operating procedures that empower internal teams to independently evaluate and rearchitect their own workflows. • Be a technical thought partner to our People Leadership Team, supporting core People Team workflows across Talent Acquisition, People Business Partners, Learning & Development, Total Rewards, and People Operations to eliminate manual effort and reduce operational latency. • Build systematic AI capabilities within critical functions across the org, establishing durable process standards and playbooks that embed AI into daily operations by default. • Transform traditional performance and development programs into continuous, AI-assisted systems that actively drive a day-to-day coaching culture. • Audit high-volume, high-friction manual workflows across various business functions and lead end-to-end process redesign initiatives to make them fundamentally AI-native. • Partner with executive leaders and People Business Partners to guide organizational design initiatives, evaluating and adjusting team structures to maximize the impact of AI-native workflows.