Digital Product Group Manager, Conversational AI COE

Huntington Bancshares - Minnetonka, MN

Full-time - Senior

Minnetonka, MN

Management of Companies and Enterprises

About the position

The Digital Product Group Manager, Conversational AI Center of Excellence at Huntington Bank is a pivotal role designed for an experienced and visionary leader who will shape the future of Conversational AI within the organization. This position is responsible for driving the development, implementation, and governance of Conversational AI initiatives across digital servicing channels. The ideal candidate will have a strong background in Conversational AI and Natural Language Processing, combined with a strategic mindset and leadership skills necessary to foster innovation and ensure alignment with business objectives. In this role, the manager will partner with key stakeholders to establish a comprehensive roadmap for Conversational AI servicing and support, ensuring a consistent experience across all channels while adhering to organizational and regulatory requirements. The manager will be expected to advocate for the adoption of Conversational AI, promoting a culture of innovation and data-driven decision-making within the organization. Staying updated on advancements in AI and machine learning technologies will be crucial for the success of this role, as will the ability to communicate effectively with senior leadership and the broader organization about the goals and progress of the Conversational AI Center of Excellence. The position also involves leading a high-performing team, mentoring team members, and promoting diversity and inclusion within the team. Additionally, the manager will be responsible for ensuring compliance with internal and external regulatory requirements, identifying and mitigating risks associated with AI implementation, and establishing robust monitoring processes to maintain the integrity and performance of AI systems.

Responsibilities

• Develop and articulate the vision and strategy for the Conversational AI CoE.
• Identify opportunities for Conversational AI to drive business value and competitive advantage.
• Advocate for Conversational AI adoption by promoting a culture of innovation and data-driven decision-making.
• Act as the subject matter expert on Huntington's AI powered virtual assistant platform.
• Stay abreast of advancements in AI and machine learning technologies, tools, best practices, and regulation.
• Lead the planning, prioritization, and execution of Conversational AI roadmaps and initiatives.
• Establish and oversee Digital's Conversational AI governance frameworks to ensure ethical, compliant, and effective Conversational AI deployment.
• Foster collaboration between cross-functional teams and business partners.
• Establish and maintain strong working relationships with technology vendors and resources.
• Serve as the primary point of contact for Conversational AI-related matters, providing expert guidance and support to stakeholders.
• Communicate CoE goals, progress, and achievements to senior leadership and the broader organization.
• Build and lead a high-performing team.
• Mentor and develop team members, fostering a culture of learning and professional growth.
• Promote diversity and inclusion within the Conversational AI CoE team.
• Ensure compliance of Conversational AI initiatives with internal and external regulatory requirements and ethical standards.
• Identify and mitigate risks associated with AI implementation and use.
• Establish robust monitoring and auditing processes to maintain AI system integrity and performance.

Requirements

• Bachelor's Degree in a relevant field.
• Minimum of 7 years of experience in Online/Mobile Product Development or Digital project delivery.
• Knowledgeable in the application of Conversational AI to support servicing in digital channels or the demonstrated ability to learn and apply such knowledge.
• Proficiency in Conversational AI and NLP frameworks and application.
• Experience with Agile business management and development practices.
• Strong analytical skills and familiarity with the Software Delivery Lifecycle.
• Excellent written and verbal communication skills, including professional grammar and demeanor.
• Ability to develop working relationships with individuals at all levels of an organization.
• Strong organizational skills and attention to detail.

Nice-to-haves

• Master of Business Administration (MBA) preferred.
• Digital Product Management experience preferred.
• Ability to translate business needs to technology teams.