• Lead the development and execution of the company’s Artificial Intelligence strategy aligned with business objectives. • Establish and lead the AI Committee, defining corporate policies, governance frameworks, and guidelines for the responsible use of AI and AI agents. • Build and manage the internal AI community and promote AI First initiatives across the organization. • Lead the implementation of enterprise AI platforms, models, and solutions using leading technologies and providers (Microsoft, Google, OpenAI, among others). • Identify and drive opportunities to apply Generative AI and Large Language Models (LLMs) across strategic and operational business processes. • Oversee the integration of AI solutions into critical business areas, ensuring scalability, security, and value generation. • Define standards and best practices for AI architecture, data governance, security, ethics, and responsible AI adoption. • Develop and manage AI training programs and digital transformation initiatives to increase AI adoption across the organization. • Drive innovation by evaluating emerging AI technologies, trends, and business opportunities. • Collaborate with executive leadership, technology teams, data teams, and business stakeholders to deliver AI-driven transformation. • Define success metrics, KPIs, and governance models to measure the impact and adoption of AI initiatives.

• Own the vision, strategy, and P&L for the AI Services practice, establishing it as a differentiated, revenue-generating offering within our MSP portfolio. • Develop repeatable service offerings and delivery frameworks that apply AI to ITIL processes — including Incident Management, Problem Management, Change Enablement, Service Request, and Knowledge Management — across a diverse client base. • Define pricing models, packaging, and go-to-market strategy for AI-enabled ITSM services in collaboration with Sales and Marketing. • Build internal IP: playbooks, accelerators, and pre-configured AI assets on ServiceNow that reduce time-to-value for clients. • Serve as the executive-level AI advisor to key clients, engaging C-suite and IT leadership stakeholders to assess maturity, identify opportunities, and co-create AI-driven ITSM roadmaps. • Lead discovery workshops and maturity assessments to baseline clients’ current ITSM and AI capabilities. • Present business cases and ROI models for AI investments to client executives, translating technical capabilities into tangible outcomes (e.g., MTTR reduction, ticket deflection rates, cost avoidance). • Maintain trusted advisor relationships across a portfolio of accounts, ensuring client satisfaction and identifying expansion opportunities. • Oversee the architecture and delivery of ServiceNow AI solutions for clients: Now Assist, Virtual Agent, Predictive Intelligence, ITOM AIOps, NLU, and generative AI integrations. Govern integrations between ServiceNow and external AI platforms (e.g., Azure OpenAI, AWS Bedrock, Anthropic) to extend client capabilities. • Establish delivery standards and quality assurance processes to ensure consistent, best-practice implementation across all client engagements. • Drive adoption of AI-powered ServiceNow features that measurably reduce client operational burden and improve end-user experience. • Apply deep ITIL v4 expertise to ensure AI augments and elevates client service management processes rather than introducing risk or technical debt. • Champion a shift-left philosophy through AI-driven self-service, knowledge deflection, and automated resolution for clients. • Establish governance and measurement frameworks (KPIs, SLAs, OLAs) for AI-enhanced ITSM processes delivered to clients. • Recruit, develop, and lead a high-performing team of AI architects, ServiceNow practitioners, and ITSM consultants. • Establish career paths and capability-building programs to grow AI and ITSM expertise across the broader services organization. • Foster a culture of innovation and continuous improvement, encouraging the team to test and adopt emerging AI capabilities. • Manage and deepen the company’s relationship with ServiceNow as a partner, including ISV/reseller programs and co-sell opportunities. • Evaluate and manage relationships with complementary AI and AIOps vendors to enrich the client solutions portfolio. • Represent the company at industry events, conferences, and ServiceNow communities as a thought leader in AI-powered ITSM.

• Own the vision, strategy, and P&L for the AI Services practice, establishing it as a differentiated, revenue-generating offering within our MSP portfolio. • Develop repeatable service offerings and delivery frameworks that apply AI to ITIL processes — including Incident Management, Problem Management, Change Enablement, Service Request, and Knowledge Management — across a diverse client base. • Define pricing models, packaging, and go-to-market strategy for AI-enabled ITSM services in collaboration with Sales and Marketing. • Serve as the executive-level AI advisor to key clients, engaging C-suite and IT leadership stakeholders to assess maturity, identify opportunities, and co-create AI-driven ITSM roadmaps. • Maintain trusted advisor relationships across a portfolio of accounts, ensuring client satisfaction and identifying expansion opportunities. • Oversee the architecture and delivery of ServiceNow AI solutions for clients: Now Assist, Virtual Agent, Predictive Intelligence, ITOM AIOps, NLU, and generative AI integrations. • Establish delivery standards and quality assurance processes to ensure consistent, best-practice implementation across all client engagements. • Recruit, develop, and lead a high-performing team of AI architects, ServiceNow practitioners, and ITSM consultants.

Role Description Customer Experience Operations at BILL handles 60K+ customer contacts per month across chat, phone, and email. We support SMB, mid-market, and enterprise customers with a mix of internal and BPO teams across four countries. We're standing up a new team inside CXO focused on building agentic AI systems that automate manual work, catch things before they fall through cracks, and give leaders visibility into their operations. The work isn't new. We've been building AI tools and delivering value ad hoc, but now it's our mandate. This is a founding team. You'd be shaping the architecture, the workflows, and the culture from the ground up. There's existing work to build on, but no inherited playbook to follow. You'll work directly with CARE leaders, QA, Advocacy, and WFM to identify what to automate and validate that it's working. In this role, you will: - Automate repetitive operational workflows: CES reporting, QA transcript analysis, knowledge article maintenance, SOP-driven case workflows. - Deploy standardized automations across Slack and Salesforce at scale. - Flag stalled handoffs, aged cases, SLA breach risks, and duplicate cases before they become problems. - Review DevRev/Cresta transcripts to ensure bots are behaving as expected. - Give leaders self-serve access to data and insights. - Deliver automated weekly/monthly business intelligence on cadence (site health, volume, SLA, CES). - Detect escalation patterns and repeat contacts that nobody is connecting the dots on. - Build memory architecture: bots that look at staffing, feedback, transcripts, and agent work together at scale. - Know what happened last week and what's coming next. You will also: - Connect and deploy orchestration layers (MCP, custom connectors) to automate CX business workflows and productize internal tools. - Measure operational reliability and system accuracy to ensure business metrics are being achieved: contacts deflected, cost avoided, hours saved. - Design escalation patterns so the system knows when to surface to a human. - Partner with the data team on structured data layers that keep AI outputs trustworthy. - Productize what works so it scales across the org. Qualifications - Experience with Salesforce integrations or CX/support tooling (DevRev, Cresta, knowledge management systems). - Data modeling or analytics background (dbt, Redshift, Trino). - Experience building tools for non-technical end users. Requirements - Visa Sponsorship: This position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future. Benefits - 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP). - HSA & FSA accounts. - Life Insurance, Long & Short-term disability coverage. - Employee Assistance Program (EAP). - 11+ Observed holidays and wellness days and flexible time off. - Employee Stock Purchase Program with employee discounts. - Wellness & Fitness initiatives. - Employee recognition and referral programs. - And much more.