Customer Service & Support AI Planning Lead

Lead the evolution of the CSS AI Planning operating model and partner with the S&O Strategy + Design team to define and maintain the AI governance framework, including decision rights and escalation paths. Establish and maintain the centralized CSS AI Plan of Record across all CSS SBUs, including priorities, investments, assumptions, dependencies, expected outcomes, capacity impacts, and financial impacts. Define planning standards and business rules, and drive alignment on impact metrics, reporting, and resources to ensure consistent application across CSS organizations. Ensure AI opportunities, investments, and expected outcomes are accurately represented within planning systems and executive reviews. Drive annual, quarterly, and monthly AI planning motions aligned to CSS strategic priorities. Bachelor's Degree in Business, Finance, Operations, Engineering, Data Science, or related field AND 8+ years of experience in Business Program Management, Operations, Planning, Finance, Workforce Planning, or equivalent experience. Master's Degree in Business, Finance, Operations, Engineering, Data Science, or related field AND 10+ years of experience in Business Program Management, Operations, Planning, Finance, Workforce Planning, or equivalent experience, including experience leading complex cross-functional programs, developing executive recommendations, and influencing senior stakeholders in a matrixed environment. Experience driving large-scale cross-functional programs across highly matrixed support organizations. Experience partnering with Finance and planning organizations on investment, forecasting, budgeting, or capacity planning processes for support. Experience with AI transformation, AI operations, AI governance, or AI investment planning. Expertise in executive storytelling and business review development. Ensure AI-driven Tech Efficiency opportunities are incorporated into the WMP capacity planning process and reflected in planning assumptions. Develop and improve planning methodologies, assumptions, and controls to increase AI forecast accuracy, strengthen attainment tracking, and enable timely course correction when performance differs from plan. Establish governance processes to monitor AI initiative health, readiness, dependencies, and delivery progress in partnership with the S&O Strategy + Design team. Facilitate resolution of planning conflicts and competing priorities across organizations. Develop executive narratives, scorecards, dashboards, and business reviews for CSS leadership. Ensure leaders have visibility into progress against commitments, investment performance, and business impact. Establish reporting frameworks that connect AI investments to business outcomes, productivity improvements, and financial benefits. Ensure risks are visible, actionable, and incorporated into executive governance processes.