Overview
- Title: Senior Director of Operations
- Organization: WellSky
- Duration: Aug 2025 - Present
- Location: Overland Park, Kansas, United States
- Work Type: On-site
Job Description
- Owns a portfolio of Generative AI initiatives for WellSky's Client Experience organization, responsible for strategy, execution, governance, and measurable business outcomes.
- Leads the enterprise rollout of Google Contact Center AI, automating Tier 0 support across all WellSky solutions for voice and phone channels, integrating deterministic routing and agentic virtual agents.
- Oversees GenAI knowledge enablement, including curated enterprise knowledge content, semantic modeling, and RAG strategies integrated with Salesforce Service Cloud (cases, contacts, transcripts).
- Defines and reports ROI-driven KPIs for all GenAI investments, including labor savings, operational efficiency, containment rates, and cost-to-serve reductions.
- Partners directly with Finance in quarterly reviews to assess COGS impact, and regularly briefs C-level executives to maintain strategic alignment and investment transparency.
- Leads an organization of 40 team members across critical Client Experience functions, including:
- Data Analytics (enterprise reporting, Salesforce CRMA, Google Looker)
- Problem Management (root-cause analysis and case deflection strategy)
- Technical Writing (release notes, user guides, client communications, and AI-ready knowledge content)
- Google Contact Center AI Operations (tactical and strategic platform ownership)
- Establishes operational governance for GenAI platforms, including reliability, scalability, compliance (HIPAA, SOC2), and ongoing performance optimization.
- Aligns cross-functional stakeholders (IT, Data, Security, Legal, Operations, Product) to ensure GenAI initiatives are delivered as enterprise platforms, not one-off solutions.
- Drives adoption of AI-enabled workflows while managing organizational change, ensuring GenAI augments human teams and improves client experience without introducing risk.