Director of AI Strategy and Execution

Job Summary

The Director of AI Strategy and Execution is responsible for leading the strategic direction, development, and execution of AI-driven automation and robotics across mortgage servicing operations. This role will oversee the integration of conversational AI for call centers, expand and enhance robotic process automation (RPA) initiatives, and optimize vendor-managed correspondence and automation solutions. The director will drive efficiency and innovation by leveraging Python, SQL, and AI-powered technologies to streamline internal workflows, reduce manual processes, and improve the borrower experience.

This position requires a deep understanding of AI, automation, and machine learning to ensure scalable, compliant, and effective implementation of AI-driven solutions. The Director of AI Strategy and Execution will collaborate with IT, Operations, Compliance, Risk, and Vendor Management teams to align AI initiatives with business goals, ensuring that automation efforts enhance productivity, reduce operational costs, and maintain regulatory compliance.

Core Competencies:

• Maintains highest level of professional behavior at all times even in stressful situations. Avoids behaviors, comments, and conversations that harm morale, productivity, customer satisfaction and teamwork.
• Meets confidentiality requirements related to company, customer and financial information.
• Communicates in writing, verbally and via email in a clear and positive way. Meets policy requirements governing communication content.
• Meets high-productivity requirements and constantly evaluates and prioritizes work throughout the day to meet frequent deadlines.
• Takes ownership of work and completes tasks/projects accurately. Reviews and proofreads work thoroughly.
• Works well in a fast-paced team environment and communicates regularly with other team members to ensure deadlines are met.
• Remains up to date on best practices relevant to the position and uses work hours productively.

Supervisor Responsibilities:

• Conversational AI Oversight: Lead the strategy, development, and implementation of AI-powered chatbots and voice assistants to enhance call center operations and borrower interactions. Ensure seamless integration with existing customer service platforms.
• Robotic Process Automation (RPA) Leadership: Oversee the expansion and optimization of RPA solutions across mortgage servicing, driving efficiency by automating repetitive manual tasks.
• Vendor & Technology Management: Manage relationships with external AI vendors, correspondence vendors, and automation partners to ensure compliance, performance, and alignment with company objectives. Evaluate and implement new AI-driven solutions as needed.
• Internal AI & Automation Development: Oversee internal teams utilizing Python, SQL, and AI tools to build and deploy custom automation solutions that improve operational workflows.
• Strategic AI Execution: Develop and execute a comprehensive AI strategy that aligns with the companys digital transformation goals, ensuring measurable outcomes in productivity, cost reduction, and borrower satisfaction.
• Regulatory Compliance & Risk Mitigation: Ensure AI and automation implementations comply with regulatory requirements, investor guidelines, and internal risk policies. Work closely with Compliance, Legal, and Risk teams to assess AI-related risks.
• Cross-Functional Collaboration: Partner with IT, Operations, Customer Service, and other business units to identify automation opportunities and integrate AI solutions into existing workflows.
• Performance Monitoring & Optimization: Establish KPIs and reporting structures to measure the success of AI and automation initiatives. Continuously refine and optimize processes for greater efficiency and effectiveness.
• Leadership & Team Development: Build and mentor a team of AI specialists, automation developers, and data analysts to drive continuous innovation in AI-powered process automation.

Duties & Responsibilities:

• This is a hands-on, in-the-weeds role that requires both strategic vision and deep technical execution. The Director of AI Strategy and Execution will actively develop, implement, and oversee AI and automation solutions, working closely with internal teams and vendors to drive efficiency, scalability, and innovation across mortgage servicing operations.

AI & Automation Development

• Design, develop, and implement AI-driven automation solutions using Python, SQL, and machine learning tools to optimize mortgage servicing processes.
• Build and refine conversational AI models for call center operations, ensuring seamless integration with customer support platforms.
• Expand and enhance robotic process automation (RPA) to eliminate manual work in servicing workflows, such as document processing, payment handling, and compliance tracking.
• Drive the development of predictive analytics models to proactively identify risks, improve borrower interactions, and optimize operations.

Operational Execution & Hands-On Leadership

• Directly oversee the execution of automation projects, working alongside IT, Operations, and Business teams to ensure successful deployment.
• Actively write, test, and debug automation scripts, AI models, and SQL queries as needed.
• Ensure automation solutions are scalable, secure, and compliant with industry regulations and internal risk policies.
• Troubleshoot and resolve real-time system failures, automation breakdowns, and AI-related issues.

Vendor & Correspondence Management

• Manage third-party AI and automation vendors, ensuring service levels are met and technology aligns with business needs.
• Oversee correspondence vendors, ensuring automation of borrower communications and regulatory notices is accurate, timely, and compliant.
• Evaluate new AI vendors and technologies, recommending best-fit solutions to enhance automation capabilities.

Data Strategy & AI Optimization

• Implement data-driven decision-making processes by leveraging AI, data visualization, and machine learning models.
• Develop real-time reporting and analytics dashboards to monitor automation performance, efficiency gains, and cost savings.
• Optimize data pipelines to ensure smooth AI model training and deployment.

Cross-Department Collaboration & Compliance

• Work closely with IT, Operations, Compliance, Risk, and Customer Service teams to ensure AI implementations align with business objectives and regulatory requirements.
• Lead AI risk assessments to proactively identify and mitigate compliance risks associated with automation and machine learning models.
• Act as a key liaison between business stakeholders and technical teams, translating operational needs into AI-driven solutions.

Continuous Improvement & Future Growth

• Stay ahead of emerging AI trends, automation technologies, and regulatory changes to drive innovation.
• Continuously refine AI models, automation scripts, and robotics to enhance servicing efficiency.
• Identify new automation opportunities across all areas of mortgage servicing and borrower interactions.

Education, Experience and /or Skills

Education:

• Bachelors degree in Computer Science, Data Science, Artificial Intelligence, Business Analytics, Information Systems, or a related field required or Relevant industry certifications in AI, automation, or data analytics (e.g., AWS AI/ML Certification, UiPath RPA Developer, Microsoft AI Engineer, or SQL certifications).
• Masters degree in AI, Machine Learning, Data Science, or Business Technology preferred but not required.

Experience:

• 7 years of experience in AI-driven automation, data analytics, or process automation within financial services, mortgage servicing, or a similar industry.
• Hands-on experience with Python, SQL, and data visualization tools (e.g., Power BI, Tableau) to build and implement automation solutions.
• Proven experience developing and deploying conversational AI/chatbot solutions for call centers or customer service operations.
• Extensive knowledge of robotic process automation (RPA), machine learning models, and AI-powered process improvements.
• Experience working with mortgage servicing platforms, preferably FICS or similar servicing systems.
• Strong background in vendor management, including evaluating AI/automation vendors, managing contracts, and ensuring service-level performance.
• Deep understanding of compliance, regulatory requirements, and risk management related to AI and automation in financial services.
• Demonstrated ability to lead hands-on development and execution of AI/automation projects while also driving strategic initiatives.
• Experience in cross-functional collaboration, working closely with IT, operations, compliance, and risk teams to implement AI-driven solutions.

Computer & Equipment Skill:

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment.
• Clear speaking voice on the telephone, in person, and recorded.
• Hearing within normal ranges in noise environments typical of office.
• Able to sit for long periods of time at computer or other work-station and in meetings.
• Able to use computers and operate equipment.
• Able to lift 10 pounds occasionally unassisted.

EEO Statement: As part of our dedication to the diversity of our workforce, Essex Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.