Service Delivery Consultant II – CPO AI Enablement, Virtual Assistant

Bank of America

. Manage delivery and execution of Global Human Resources products and programs .

Posted 11/6/2026full-timePennington • New Jersey • United StatesMid-LevelSenior💰 $102,500 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing Global Human Resources products and programs, with a strong focus on AI-enabled solutions and process improvement. Proficient in project management, analytics, and cross-functional collaboration to enhance employee experiences and operational efficiency.

Highest-signal resume keywords

Global Human Resources ExperienceProject ManagementAI-Enabled SolutionsAnalytical SkillsMicrosoft Copilot Studio

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process DesignRequirements GatheringUser Acceptance TestingBacklog ManagementBusiness Process FlowsAutomation OpportunitiesChange ReadinessValidationComplex AnalyticsOperational Risk Management

Soft Skills

Strong Communication SkillsProblem-SolvingAttention to DetailCollaborationContinuous Improvement Mindset

Tools & Technologies

Microsoft OfficeMicrosoft CopilotCopilot StudioGenerative AIVirtual Assistant

Industry Keywords

Employee ExperienceDigital Employee ExperienceKnowledge ManagementContent ManagementCross-Functional Initiatives

About the role

Key responsibilities & impact

Manage delivery and execution of Global Human Resources products and programs
Partner with HR program design functions to recommend solutions and requirements
Perform complex analytics, consulting, and process design tasks
Evaluate processes, technologies, and routines to drive improvements
Implement controls to mitigate and manage compliance and operational risk
Manage operational and strategic activities to execute programs accurately and effectively
Coach and develop team members
Serve as liaison between CPO business teams and Technology
Translate business needs into requirements for AI-enabled solutions
Pilot, develop, implement, and enhance CPO agents using Microsoft Copilot Studio
Manage requirements, user stories, backlog prioritization, testing, validation, and implementation readiness
Coordinate product issues, defects, dependencies, and enhancements through resolution
Support generative AI capabilities across Flagscape, HR Connect, and Erica for Employees
Partner with process owners and cross-functional teams to integrate AI into business processes and employee experiences
Analyze user feedback, adoption, and usage data to identify improvements
Support implementation, change readiness, documentation, and adoption of AI capabilities
Identify and manage AI and digital product delivery risks, issues, and controls
Simplify processes and improve the end-user experience

Requirements

What you’ll need

Minimum 3 years of Global Human Resources experience
Strong written and verbal communication skills
Project management and/or product delivery experience supporting complex, cross-functional initiatives
Analytical and research skills for evaluating processes, identifying gaps, defining requirements, and recommending solutions
Experience gathering and documenting business requirements and supporting testing, validation, and implementation
Strong organization, attention to detail, and accuracy
Ability to manage multiple priorities and drive issues through resolution
Strong problem-solving and analytical capabilities
Employee experience mindset focused on simplifying processes and improving access to services
Ability to collaborate across functions and build relationships
Proactive continuous improvement mindset and willingness to adopt emerging technologies
Ability to work across time zones, including occasional weekends/holidays for implementations
Proficiency with Microsoft Office, including Outlook, Excel, PowerPoint, and Word
Experience supporting AI, generative AI, automation, virtual assistant, or emerging technology solutions
Experience with Microsoft Copilot, Copilot Studio, or similar low-code/no-code AI platforms
Experience translating business processes and use cases into technology requirements
Experience with agile product delivery, user stories, backlog management, user acceptance testing, and validation
Experience supporting technical product changes, system or data integrations
Experience developing business process flows and identifying automation opportunities
Knowledge of content management, knowledge management, and/or digital employee experience platforms
Experience supporting product implementation, change readiness, and user adoption

Benefits

Comp & perks

Affordable, competitive and flexible benefits
Support for physical, emotional, and financial wellness
Opportunities to learn, grow, and make an impact
Annual discretionary incentive plan eligibility
Paid time off
Resources and support to employees
Benefits eligibility