Director of AI Enablement

Position Overview:

The Director, AI Enablement leads HomeServe's enterprise-wide artificial intelligence adoption strategy and implementation, with a focus on the human side of digital transformation. This transformational leadership role is centered on building organizational readiness, fostering a culture of continuous learning, and ensuring our workforce is prepared for an AI-enhanced future through comprehensive education programs and innovative upskilling initiatives.

Reporting to the VP, Automation & Innovation, this role requires deep expertise in organizational development, talent management, and change leadership, complemented by a strong understanding of AI's potential to transform business operations. The Director will be expected to understand the human impact of AI adoption, identify skills gaps and development opportunities, and create learning journeys that resonate with employees at all levels. Working in partnership with technical AI experts, this role will translate AI concepts into accessible learning programs that drive genuine engagement and adoption across the organization.

The Director will work cross-functionally in partnership with HR and act as the bridge between HomeServe's AI capabilities and its people. The Director is responsible for developing intuitive training materials, managing upskilling programs including the innovative call center internship initiative, and ensuring AI adoption is measured through the lens of employee engagement and business impact.

The ideal candidate will have a proven track record in organizational transformation, with experience in learning and development, talent management, and building strong relationships across all levels. This role is crucial in preparing HomeServe's workforce for a future where 75% of jobs will be aided by AI by 2030, ensuring our people are confident, capable, and excited about leveraging AI technologies to enhance their work and deliver greater value to our customers.

Responsibilities:

• Design and implement a comprehensive AI education strategy that addresses the diverse learning needs across all levels of the organization, from executive leadership to frontline employees.
• Develop and execute change management plans to drive AI adoption, including communication strategies, resistance management, and measuring organizational readiness.
• Lead the development and implementation of the internal LLM portal, ensuring it meets user needs while maintaining appropriate governance and safety protocols.
• Create and manage an internal AI internship program for call center employees, including curriculum development, mentor coordination, and success metrics.
• Manage program budgets and costs across all AI enablement initiatives, ensuring efficient resource allocation and tracking ROI through both financial and operational metrics.
• Partner with HR to integrate AI skills development into existing talent management processes, including performance reviews, career development plans, and succession planning.
• Build and maintain relationships with key stakeholders across the organization to understand business needs and ensure AI adoption initiatives align with departmental goals.
• Develop metrics and reporting frameworks to track AI adoption, measure the impact of training programs, and demonstrate both financial and operational ROI of AI enablement initiatives.
• Create and maintain a repository of AI use cases, best practices, and success stories to foster knowledge sharing and encourage adoption across the organization.
• Collaborate with technical teams to ensure training materials and programs accurately reflect HomeServe's AI capabilities and tools while making them accessible to non-technical audiences.
• Stay current with AI trends and best practices in organizational learning to continuously improve HomeServe's AI enablement programs.
• Design and facilitate workshops, training sessions, and other learning experiences that build AI literacy and confidence across the organization.
• Develop formal certification programs to recognize and reward employees who demonstrate proficiency in using AI tools and technologies.

Essential Functions:

Essential Job Function

% of Time on Function

Strategy Development & Program Management
Lead AI adoption strategy & roadmap
Oversee LLM portal implementation
Manage program budgets & ROI tracking

30%

Learning & Development Implementation (in partnership with HR)
Design and deliver training programs
Develop certification frameworks
Create educational content

25%

Stakeholder Management & Change Leadership
Partner with HR and business leadership
Drive change management initiatives
Build cross-functional relationships

20%

Call Center Internship Program Management
Design and implement internship program
Monitor program effectiveness
Scale successful initiatives

15%

Measurement & Reporting
Track adoption metrics
Measure program effectiveness
Report on ROI and business impact

10%

Total

100%

Job Requirements:

• Bachelor's degree in Human Resources, Organizational Development, Business Administration, or related field. Master's degree preferred.
• Minimum of 10 years of experience in Learning & Development, Talent Management, or Organizational Change Management.
• Demonstrated success in leading large-scale organizational transformation initiatives.
• Experience managing and developing training programs and curricula for diverse audiences.
• Strong financial acumen with experience in budget management and ROI analysis.
• Team oriented with prior experience leading cross-functional teams and proven ability to lead through influence.
• Proven track record in performing well in a fast-paced environment, and ability to work across matrixed functions.
• Strong interest in artificial intelligence and its application in business, with the ability to translate technical concepts for non-technical audiences.
• Exceptional interpersonal and verbal/written communication skills, with demonstrated ability to communicate effectively at all levels of the organization.
• Strong presentation skills and comfort in presenting in front of groups and executives in-person and virtually.
• Demonstrated analytical and decision-making skills, particularly in measuring program effectiveness and impact.
• "Roll-up-your-sleeves" entrepreneurial spirit, agile start-up attitude, self-starter.
• Creative problem solver, proficient in navigating people and conflict, and resourceful to implement solutions.
• Highly organized and capable of managing resources and multiple priorities under tight deadlines.
• Experience working with learning management systems (LMS) and digital learning platforms.
• Proficient in MS Office, collaboration tools, and basic digital technologies.

Minimum Physical Requirements:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

Salary Range: $153,749.12 - $204,998.84

Annual Bonus Potential: 20%

HomeServe USA is an Equal Opportunity Employer.

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