Job Summary

The COE Lead is a senior, multi-dimensional leader responsible for building and scaling the organization's Center of Excellence for Artificial Intelligence and Operations. This individual is equally comfortable architecting AI-driven solutions, coaching and developing teams, and streamlining operational delivery. They are a credible thought leader who earns trust by doing — not just directing — and who sets the standard for technical and professional excellence across the organization.

Responsibilities

AI Strategy & Innovation
Define and own the AI vision and roadmap for the COE, aligning it with organizational priorities and emerging market trends.
Lead the evaluation, adoption, and scaling of AI/ML frameworks, LLMs, and automation tools across practice areas.
Drive proof-of-concept and pilot projects, personally contributing to architecture and design where needed.
Stay at the forefront of AI advancements and translate them into actionable, business-relevant initiatives.
Thought Leadership
Act as the internal and external face of AI and operational innovation — publishing insights, presenting at forums, and representing the organization in industry conversations.
Establish and promote best practices, frameworks, and standards that elevate the quality of delivery across teams.
Mentor senior practitioners and serve as a go-to resource for complex, ambiguous challenges.
Lead by example: remain hands-on, engaged, and visible — credibility comes from practice, not position.
People Leadership
Build, develop, and retain a high-performing team of AI practitioners, engineers, and operations professionals.
Foster a culture of psychological safety, continuous learning, and ownership within the COE.
Conduct regular performance conversations, provide structured coaching, and create clear growth pathways for team members.
Champion diversity, inclusion, and equitable practices in hiring, development, and team dynamics.
Operations & Delivery
Oversee COE operations including resource allocation, capacity planning, delivery governance, and quality assurance.
Define KPIs and OKRs for the COE and ensure consistent reporting to senior stakeholders.
Identify and eliminate delivery bottlenecks, institutionalizing processes that scale effectively.
Collaborate with business units, clients, and cross-functional leaders to ensure COE outcomes are impactful and measurable.
Stakeholder Management
Engage with C-suite and senior client stakeholders to co-develop AI and transformation strategies.
Translate complex technical concepts into clear, compelling narratives for non-technical audiences.
Build and sustain trusted relationships across the business that enable the COE to operate with influence and authority.

GM-Center of Excellence (COE) -AI & Ops practice