Senior Director, AI

Why Birdeye

Birdeye is the highest-rated reputation, social media, and customer experience platform for local businesses and brands. Over 150,000 businesses use Birdeye s AI-powered platform to effortlessly manage online reputation, connect with prospects through social media and digital channels, and gain customer experience insights to grow sales and thrive.

At Birdeye, innovation isnt just a goal - its our driving force. Our commitment to pushing boundaries and redefining industry standards has earned us accolades as one of the foremost providers of AI, Reputation Management, Social Media, and Customer Experience software by G2.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo. Birdeye is backed by the who s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and Accel-KKR.

About the Role:

As the Head of AI, you will play a pivotal role in shaping and executing our AI vision and strategy within Birdeye. You will lead the development of advanced AI solutions to enhance customer experience, drive product innovation, and deliver business growth. This position requires you to leverage state-of-the-art technologies, including generative AI, to solve complex problems, personalize user experiences, and streamline operations. You ll build and guide a high-performing team, foster collaboration across departments, and ensure ethical AI practices while establishing a competitive edge in the market.

Job Responsibilities:

• Develop and execute the AI NLP strategy for the company, aligning it with the overall business objectives.
• Build and lead a team of data scientists, AI engineers, and researchers, fostering a collaborative environment and technical growth.
• Encourage experimentation and innovation, particularly in generative AI applications.
• Drive initiatives around generative AI applications, exploring new use cases like content automation, conversational interfaces, and dynamic product features.
• Research and explore new NLP techniques and technologies to stay at the forefront of the field.
• Design, develop, and deploy NLP models for tasks such as text classification, sentiment analysis, machine translation, and question answering.
• Evaluate the performance of NLP models and make necessary improvements.
• Stay updated with advancements in generative AI models and explore integration into customer-focused solutions.
• Collaborate with product teams to identify opportunities to apply NLP solutions to address business challenges.
• Effectively communicate AI concepts and results to technical and non-technical stakeholders.
• Establish frameworks for responsible AI development, ensuring solutions are transparent, fair, and privacy-compliant.
• Implement measures to monitor and address risks related to bias and performance in generative AI models.

• Advanced degree (Master s or Ph.D.) in AI, Data Science, Computer Science, or related field.
• 10+ years of experience in AI/ML development, including hands-on technical work and strategic leadership roles.
• Strong technical expertise in machine learning, deep learning, and natural language processing.
• Experience with generative AI models and their practical applications (e.g., GPT, GANs, image generation, etc.).
• Proficiency in programming languages such as Python and R.
• Experience with NLP frameworks and libraries like NLTK, spaCy, TensorFlow, and PyTorch.
• Experience in deploying AI solutions in customer-focused SaaS products to enhance customer experience, automate workflows, and create personalized content.
• Proven leadership experience in building, mentoring, and managing cross-functional AI teams.
• Strong business acumen with the ability to align AI strategies with business goals and customer needs.
• Excellent problem-solving abilities with a strategic and innovative mindset.
• High level of adaptability to stay current with the fast-evolving AI landscape.

What We Offer:

• A collaborative culture with opportunities to innovate in AI
• Leadership role in a growing SaaS company with room to shape AI-driven product evolution
• A chance to leverage and advance generative AI technologies to enhance customer experience

This role is ideal for a visionary AI leader passionate about using advanced and generative AI technologies to drive product innovation and transform customer experiences.

Why Birdeye

At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence. We dont just set goals - we surpass them. Were a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication.

Working here means embracing a culture of action and accountability, where every person is empowered to make an impact. We dont just talk about making a difference - we make it happen.

Benefits

• 100% Employer-paid benefit plans available for