Executive leader transforming ABC Fitness's Customer Support leveraging AI and new operational strategies. Responsible for driving enterprise - wide change and overseeing customer experience enhancements.
About the role
- Director of AI responsible for vision and strategy at Manulife, driving AI/ML adoption and impact. Leading a high-performing team to develop AI-driven solutions for revenue growth and customer retention.
Responsibilities
- Set the Canada AI vision and multi year roadmap aligned to business strategy
- Translate strategy into an executable, value anchored portfolio
- Deliver impact at scale: lead use cases across pricing/underwriting optimization, fraud detection & deterrence, health analytics, and sales enablement
- Ship GenAI to production with robust security, governance, and telemetry
- Own the product lifecycle: problem framing, scoping, design, modeling, validation, productionization (MLOps)
- Lead, coach, and grow a team of Data Scientists and ML Engineers
- Institutionalize excellence: establish standards, reusable methods, and tooling
- Partner with Data Engineering, Data Office, Risk, Legal/Compliance, and IT
- Create intake & prioritization discipline: manage a transparent backlog
- Measure and communicate value: define OKRs and success metrics
- Advance practice: champion Responsible AI, privacy, security, and Model Risk Management
Requirements
- 10+ years in advanced analytics/data science (ML, optimization, causal/experimental design)
- 5+ years leading teams and complex cross functional programs
- Proven record of value delivery (material revenue uplift, cost reduction, fraud savings, health outcomes)
- Hands on familiarity with modern data/ML stacks: Azure, Databricks/Spark, feature stores/pipelines, Python and SQL
- Strong data wrangling and visualization fundamentals
- GenAI experience applying RAG, prompt engineering, retrieval, embeddings, and document understanding to production use cases
- MLOps & governance: CI/CD for ML, model lifecycle management, monitoring (performance, drift, stability), bias/fairness, lineage, documentation, and audit readiness
- Executive communication & influence: able to simplify complexity, align stakeholders, and drive adoption in a matrixed, regulated environment
- People leadership: track record building high performing, engaged teams; culture carrier for collaboration, feedback, inclusion, and continuous improvement
Benefits
- Health insurance
- Dental
- Mental health benefits
- Vision
- Short- and long-term disability
- Life and AD&D insurance coverage
- Adoption/surrogacy and wellness benefits
- Employee/family assistance plans
- Retirement savings plans (including pension and global share ownership plan with employer matching contributions)
- Financial education and counseling resources
- Generous paid time off program
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