Assistant Director, AI & Service Innovation

Arizona State University

. Plan, develop, and manage artificial intelligence and automation initiatives across the Experience Center and Deskside Services .

Posted 10/19/2026full-timeTempe • Arizona • United StatesLead💰 $85,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading AI and automation initiatives, managing cross-functional teams, and ensuring compliance with data privacy and governance standards. Skilled in fostering collaboration, driving continuous improvement, and enhancing service delivery in a higher education environment.

Highest-signal resume keywords

AI And Automation ManagementCross-Functional Team LeadershipData Privacy ComplianceConversational Technology PlatformsProcess Improvement Initiatives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI IntegrationAutomation ToolsConversational AI DesignData AnalysisProject ManagementPerformance MetricsCRM SystemsWorkflow AutomationDigital TransformationQuality Management

Soft Skills

EmpathyEmotional IntelligenceCollaborationProblem ResolutionOrganizational Skills

Tools & Technologies

SalesforcePeopleSoftEnterprise SystemsAI PlatformsAutomation Platforms

Industry Keywords

Higher EducationData GovernanceFERPA ComplianceSustainability ProgramsValues-Driven Organization

About the role

Key responsibilities & impact

Plan, develop, and manage artificial intelligence and automation initiatives across the Experience Center and Deskside Services
Lead strategy, governance, and operational integration of AI-enabled tools and automation platforms
Manage resources and staff supporting AI and automation programs
Design, deploy, and govern conversational AI, proactive outreach, and workflow automation tools
Manage cross-functional teams and strategic initiatives
Mentor staff, promote collaboration and engagement, provide team leadership, and drive continuous improvement
Resolve complex problems involving multiple constituents and streamline processes
Acquire, interview, and hire employees and contract personnel supporting AI and automation functions
Ensure AI, IT, and automation policies, procedures, security, data privacy, FERPA, and data governance requirements are followed
Manage the pipeline of AI and automation requests and prioritize tactical and strategic work
Oversee integration and implementation of AI and automation capabilities across enterprise tools, platforms, and systems
Partner with academic and business units to identify opportunities that improve service delivery, efficiency, and student, staff, and faculty experience
Work with senior leadership to define goals, initiatives, and governance frameworks
Evaluate initiative effectiveness and provide reports, metrics, surveys, and complex analyses for executive leadership
Interpret platform data and analytics, analyze trends, and recommend actions to improve service outcomes and trust
Champion responsible, human-centered AI design with transparency, human oversight, and accountability
Collaborate across teams and participate in ET/ASU events and programs
Leverage AI in routine tasks and contribute ideas to improve unit efficiency and performance
Foster a positive culture, uphold organizational values, and champion engagement

Requirements

What you’ll need

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
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, including 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
Capacity to support sustainability-related behavioral change
Commitment to leading by example through communication, participation, and advocacy for 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 ability to multitask 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, standard system processes, design, development tools, and delivery methods
Ability to work as part of an executive leadership team and contribute to unit success
Knowledge of responsible AI principles, data privacy, and trust-by-design practices in automated service delivery
Applicants must be eligible to work in the United States
Successful completion of pre-employment, criminal background, work history, academic credential, license/certification, and fingerprint checks

Benefits

Comp & perks

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 arrangement with employees spending a minimum of 60% of their regular workweek at their primary ASU work location, subject to Dean or vice president-level approval
Comprehensive benefits package
ASU professional development with major tuition breaks for additional certificates and degrees
Relocation assistance resources
Pre-employment screening and background check
Fingerprint check for this safety/security-sensitive position