Senior Director Of AI Product Operations

Position Overview:

The Senior Director, AI Product Operations serves as the operational backbone of HomeServe's AI organization, responsible for translating AI innovation into scalable, financially sustainable business impact. This role combines strategic financial stewardship, enterprise delivery excellence, and technical enablement infrastructure to ensure AI capabilities move efficiently from concept to production while driving measurable ROI across the organization.

Reporting to the VP, Automation & Innovation, this role provides operational leadership across multiple AI product teams (Customer Charlie, Corporate Charlie, RPA, and GenAI)-managing the P&L, establishing delivery frameworks, and building the technical infrastructure that makes AI adoption frictionless for business stakeholders. The Senior Director ensures that HomeServe's AI investments are deployed effectively, deliver predictable value, and scale with discipline across the enterprise.

This position requires a unique blend of operational rigor, financial acumen, and technical fluency. The ideal candidate will have deep expertise in modern software delivery practices, proven ability to manage complex P&Ls in technology organizations, and a track record of building self-service platforms that enable enterprise-wide adoption. They must be equally comfortable presenting financial models to private equity stakeholders and designing release pipelines for conversational AI systems.

The Senior Director will partner closely with the Director of AI Enablement to solve the complete adoption equation: while the Enablement Director focuses on people readiness and organizational change, the Senior Director builds the processes, platforms, and financial frameworks that make AI easy to adopt, deploy, and scale. Together, they ensure HomeServe's AI capabilities create sustainable competitive advantage.

This role is critical to HomeServe's AI transformation, providing the operational excellence and financial discipline required to move initiatives through maturity phases-from Value Hypothesis through Proof of Concept, Pilot, and ultimately to Scale-while maintaining alignment with CEO objectives and delivering transparent reporting to executive leadership.

Responsibilities:

Enterprise Delivery & Release Management

• Design and implement structured delivery frameworks across multiple AI product teams; establish progressive release practices (feature flags, canary deployments, A/B experiments) and optimize CI/CD pipelines
• Implement MLOps best practices including model versioning, champion/challenger strategies, and production monitoring; manage dependencies and orchestrate delivery to maximize efficiency
• Establish and track delivery metrics (deployment frequency, lead time, MTTR, change failure rate, % roadmap delivered); own delivery of all product features across Customer Charlie, Corporate Charlie, RPA, and GenAI teams

Financial Management & Strategic Performance

• Own AI organization P&L including budget planning, forecasting, variance analysis, and cost optimization; develop financial models translating AI investments into ROI projections aligned with corporate objectives
• Build business cases across all maturity phases (Value Hypothesis → POC → Pilot → Scale) with cost-benefit analysis; prepare and deliver financial reporting to executive leadership.
• Own product OKRs, scorecards, and dashboards across all teams; coordinate quarterly planning and roadmap reviews ensuring CEO objective alignment; establish single source of truth for roadmap status and dependencies

Process Design & Operational Excellence

• Create standardized product development processes covering discovery, delivery, measurement, and iteration; facilitate roadmap cadences, sprint planning, and cross-team dependency management
• Establish intake and prioritization frameworks for new AI opportunities; lead process improvements reducing delivery friction; drive adoption of new methodologies through change management

AI/ML Quality & Risk Management

• Design quality assurance frameworks for AI systems (accuracy metrics, conversation success rates, bias detection); establish observability, monitoring, alerting, and incident response standards
• Create production readiness checklists and gate criteria; build capacity planning models for AI workloads; integrate security, privacy, and compliance into delivery processes
• Establish responsible AI frameworks (bias monitoring, explainability, data governance); centralize product analytics dashboards; manage voice of customer inputs and build feedback loops to product prioritization

Essential Functions:

Essential Job Function

% of Time on Function

Enterprise Delivery Framework & Release Management

• Design and implement structured, high-efficiency delivery frameworks tailored to AI product development across multiple product teams
• Own the delivery of all product features and functions

60%

Financial & Performance Management

• Own and manage the AI organization's P&L, including budget planning, forecasting, and variance analysis across all AI initiatives and product teams
• Own and manage product OKRs, scorecards, and dashboards across Customer Charlie, Corporate Charlie, RPA, and GenAI teams
• Centralize and curate product analytics dashboards that provide visibility into AI product performance and business impact

20%

Process Design & Optimization

• Design, implement, and continually refine the processes that make the AI product organization run smoothly and efficiently

10%

Quality & Risk Management

• Implement MLOps best practices including model versioning, A/B testing frameworks, champion/challenger strategies, and production model monitoring
• Integrate security, privacy, and regulatory compliance requirements into AI delivery processes without impeding innovation velocity

10%

Total

100%

Job Requirements:

Education Requirements

• Bachelor's degree in Computer Science, Engineering, Business Administration, Operations Management, Finance, or related field required
• Master's degree in Business Administration, Technology Management, or related field strongly preferred
• Certifications in DevOps, Cloud Platforms (AWS or GCP), or Product Management a plus

Experience

• Minimum of 12-15 years of progressive experience in product operations, technical program management, software delivery, or related roles in technology organizations
• At least 5-7 years in senior leadership roles with demonstrated P&L ownership and financial management responsibility
• Proven track record building and scaling delivery frameworks, release management practices, and product operations infrastructure in complex, multi-product environments
• Deep hands-on experience with CI/CD pipelines, DevOps practices, and modern software delivery methodologies (Agile, Scrum, Kanban, SAFe)
• Experience with AI/ML operations (MLOps) including model lifecycle management, A/B testing frameworks, and production AI monitoring
• Demonstrated success managing product portfolios through different maturity phases from concept to scale
• Experience in fast-paced technology companies, ideally in PE-backed or high-growth environments with external reporting requirements

Leadership & Skills

• Exceptional leadership with experience building cross-functional teams; proven ability to influence and drive alignment across matrixed organizations; leading through change and building consensus
• Outstanding communication skills tailoring messages for technical and non-technical audiences; synthesizing complex technical information into clear executive communications
• Data-driven decision maker with strong analytical and problem-solving skills; identifying patterns, bottlenecks, and optimization opportunities
• Entrepreneurial "roll-up-your-sleeves" attitude moving between strategic and tactical work; self-starter thriving in fast-paced, ambiguous environments with shifting priorities
• Highly organized managing multiple complex initiatives under tight deadlines; creative problem solver; agile mindset adapting based on feedback

Tools & Systems

• Product management platforms (Jira, Linear, Aha!, Productboard); analytics tools (Amplitude, Mixpanel, Tableau, Looker); collaboration tools (Confluence, Notion, Slack, Teams)
• Version control systems (Git), CI/CD platforms, cloud cost management and monitoring tools

Minimum Physical Requirements:

The physical demands described represent those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk, and hear. The employee is frequently required to use hands or fingers and handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities this position requires include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

Salary Range (Norwalk, CT): $179,604.57 - $239,472.76

Salary Range (Chattanooga, TN): $146,949.19 - $195,932.26

Annual Bonus Potential: 25%

HomeServe USA is an Equal Opportunity Employer.

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