Director, AI Center of Excellence

Job Description Job Title: Director, AI Center of Excellence Department: Technology Reports To: Chief Technology Officer Classification: Exempt Management Level: Director Position Summary The Director, AI Center of Excellence will build and lead the AI Center of Excellence for LanguageLine, while also supporting broader Teleperformance Specialized Services collaboration where shared opportunities, standards, and reuse make sense. This leader will help shape and turn AI strategy into a practical operating model by establishing governance, prioritizing opportunities, enabling responsible adoption, and helping business teams convert AI ideas into measurable operational and client value. This role reports to the CTO and serves as the day-to-day leader of the COE. The Director will balance strategy, execution, governance, and stakeholder leadership with a primary focus on LanguageLine and a secondary focus on cross-company coordination across Specialized Services where appropriate. Key Essential Functions Lead the AI Center of Excellence • Stand up and lead the operating model for the AI Center of Excellence • Help shape executive thinking on AI priorities and translate that direction into a practical AI roadmap, delivery model, and governance framework • Build the COE as a lean, high-credibility enablement function rather than a centralized bottleneck Drive AI Strategy and Portfolio Prioritization • Partner with LanguageLine business and functional leaders to identify, assess, and prioritize AI opportunities, with secondary support for broader Specialized Services coordination where relevant • Build and maintain a LanguageLine-focused AI roadmap aligned to business goals, risk posture, and enterprise priorities, while helping identify shared opportunities across Specialized Services • Create clear intake, prioritization, and decision frameworks for AI initiatives • Regularly present AI COE progress, priorities, key developments, risks, and market-relevant AI updates to the LanguageLine executive team Establish Responsible AI Governance • Define and operationalize AI governance, policies, standards, and playbooks aligned with TP Global AI Policy and ISO 42001 • Develop practical risk-tiering and review approaches for AI initiatives • Ensure the COE supports responsible model development, usage, procurement, and deployment without creating unnecessary friction Accelerate Adoption and Business Value • Partner with domain teams on high-impact, complex, or high-risk AI initiatives • Support business case development, benefits framing, and implementation planning • Create mechanisms to measure AI adoption, effectiveness, and business impact • Work with business functions across Specialized Services, including sales, finance, marketing, HR, operations, and other teams, to identify AI enablement opportunities and role-specific capability gaps • Work closely with LanguageLine functions, including sales, finance, marketing, HR, operations, and other teams, to identify AI enablement opportunities and role-specific capability gaps, and extend that coordination to Specialized Services businesses where useful Build Reuse and Organizational Capability • Establish and maintain a living inventory of AI systems, experiments, and use cases across Specialized Services • Create systems to capture and share AI learnings, tools, models, and implementation patterns • Lead training, roundtables, and enablement efforts that improve AI literacy and readiness across the organization • Assess AI training needs across functions and help define role-based learning paths for leaders, managers, builders, and frontline or operational teams • Deliver selected training and awareness sessions directly while also coordinating with HR, learning teams, and external partners where scaled or specialized training is needed • Partner with HR and learning teams to operationalize required AI training, awareness, and policy rollout through enterprise mechanisms such as Workday where appropriate Lead a Small Applied AI Team • Hire, coach, and lead a small team supporting rapid prototyping, enablement, and delivery acceleration • Oversee a lightweight SWAT capability for AI proofs of concept and early-stage pilots • Set a high bar for pragmatism, speed, responsible AI practices, and business alignment What Success Looks Like Within the first year, this leader should be able to: • establish the COE as a trusted capability within LanguageLine, with credible extension points into broader Specialized Services collaboration • establish a strong, credible reporting cadence with the LanguageLine executive team • deliver a credible inventory of AI systems, opportunities, and risks • implement a practical AI governance model aligned with enterprise policy • launch a prioritized roadmap of high-value AI opportunities • improve reuse of AI tools, lessons, and patterns across companies • establish a practical AI literacy and training approach acro