Assistant Director, AI & Service Innovation

Under the direction of the Senior Director of the ASU Experience Center, performs work in planning, developing, and managing artificial intelligence (AI) and automation initiatives across the Experience Center and Deskside Services. Leads the strategy, governance, and operational integration of AI-enabled tools and automation platforms that expand service capacity while preserving trust, transparency, and human oversight. Manages resources and staff supporting AI and automation programs.

As with everyone on the ET team, this role has core responsibilities that include an intentional focus on inclusion and belonging, culture, and communications. With an increased emphasis on authenticity and compassion, this position strives to embody and advance our culture.

What’s in it for you:

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: (Click here to explore options.)

● Access to professional development and hands-on learning

● Workday Learning courses covering a variety of topics

● Tuition reduction for degree programs at ASU

● Opportunities for manager-approved specialized training and certifications based on department needs

Flexible work options may be available after successfully completing the initial 90- day training period.

● Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.

● Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

Salary: $85,700 per year

Minimum Qualifications:

Bachelor's degree and five (5) years of experience appropriate to the area of assignment/field including two (2) years managerial experience; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Essential Duties:

• Leads the design, deployment, and governance of AI and automation initiatives across the Experience Center and Deskside Services, including conversational AI, proactive outreach, and workflow automation tools.
• Manages resources and cross-functional teams to accomplish AI and automation goals and strategic initiatives.
• Mentors staff, promotes collaboration and engagement, provides team leadership, contributes to leadership initiatives, and drives continuous improvement in the adoption and performance of AI and automation tools.
• Resolves complex problems involving multiple constituents by embracing challenges, managing conflict, streamlining processes, and building relationships across Enterprise Technology and academic/business units.
• Responsible for acquisition, interviewing, and hiring of employees and contract personnel supporting AI and automation functions.
• Ensures AI, IT, and automation policies, procedures, and security/data privacy measures are followed within the unit, and complies with current University policies for IT and AI practices, including FERPA and data governance requirements.
• Manages the pipeline of AI and automation requests from the Experience Center and Deskside Services; facilitates collaborative discussions, distills and prioritizes requirements into programs of tactical and strategic work.
• Oversees the integration and implementation of AI and automation capabilities across enterprise tools, platforms, and systems to streamline workflows, enhance service delivery, improve operational efficiency, and enable scalable, intelligent business processes.
• Partners with academic and business units to identify opportunities for AI and automation that improve service delivery, operational efficiency, and the student, staff, and faculty experience
• Works closely with the senior leadership in defining goals, initiatives, and governance frameworks for AI and automation across the unit.
• Evaluates the effectiveness of AI and automation initiatives, providing reports, performance metrics (e.g., containment rate, handle time, and customer satisfaction), and special statistical reports, surveys, or analyses of a complex and difficult nature for executive leadership.
• Interprets data and analytics from AI and automation platforms, analyzes trends and reports, and recommends and/or initiates actions to be taken to improve service outcomes and trust in AI-enabled support.
• Champions responsible, human-centered AI design practices that maintain transparency, human oversight, and accountability in automated interactions.
• Collaborate across teams and actively participate in ET/ASU events and programs.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Desired Qualifications:

• Experience leading and/or managing AI, automation, or digital transformation initiatives in a higher education environment.
• Experience supervising information technology or AI/automation staff in an academic or business unit within Arizona State University.
• Experience leading projects and process improvement initiatives involving AI, automation, or conversational technology platforms.'
• Experience working with cross-functional teams across the institution.
• Experience with collaboration efforts and building relationships with constituents.
• Experience integrating AI and automation tools with enterprise systems such as CRM (e.g., Salesforce) and student information systems (e.g., PeopleSoft).
• Experience with contact center or service center operations and performance metrics (e.g., containment rate, handle time, and customer satisfaction).
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.
• Ability to communicate with technologists, management, and customers regarding AI and automation strategy and outcomes.
• Strong leadership, innovation, customer service, quality management, and problem resolution skills.
• Strong organizational skills and the ability to multi-task effectively in a high-volume work environment.
• Ability to work independently and as part of a management team.
• Skilled in managing teams of associates and independent contractors.
• Knowledge of AI, automation, and conversational technology platforms, and of standard system processes, design, development tools, and delivery methods.
• Ability to work as part of an executive leadership team, and contribute to the overall success of the unit.
• Knowledge of responsible AI principles, data privacy, and trust-by-design practices in automated service delivery.

Working Environment:

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing, and walking; frequent physical demands may include stooping, bending, and reaching.
• Required to stand for varying lengths of time and walk moderate distances to perform work.
• Frequent bending, reaching, lifting, pushing and pulling up to 25 pounds.

Department Statement:

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation.

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers, and staff. Our work emphasizes autonomy, flexibility, and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our hybrid work environment prioritizes personal autonomy and trust around how work gets done.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. The ET fabric weaves together diversity, equity and inclusion applied in our daily work and interactions.

Scale of impact. Our work changes the world. With 180k learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.