CSH - Artificial Intelligence project manager

Role Purpose

The CSH AI Lead is responsible for leading the execution, delivery, and scaling of AI‑driven solutions within the Connected Services Hub (CSH). The role focuses primarily on leveraging Microsoft Copilot and low‑code AI capabilities to improve operational efficiency, consistency, and analyst experience across global hubs. As CSH AI use cases evolve, the role may also contribute to broader AI initiatives in collaboration with Digital and AI teams, ensuring solutions remain pragmatic, value‑driven and aligned with enterprise standards.

Key Responsibilities

• AI & Copilot Solution Development (Low‑Code)
• Design, build, and maintain AI solutions supporting CSH operations, with a primary focus on Microsoft Copilot and Copilot Studio.
• Support use cases such as alarms handling, guided workflows, troubleshooting assistance, reporting, customer communications, and knowledge navigation.
• Translate CSH playbooks, documented processes and operating procedures, and operational rules into structured, intuitive, AI‑assisted workflows.
• Contribute to broader AI initiatives in collaboration with Digital or AI Hub teams, ensuring alignment with CSH needs and maturity.
• Test, validate, and continuously improve AI solutions based on feedback from frontline agents and team leads.
• Own the CSH AI use‑case portfolio end‑to‑end: ideation, qualification, prioritization, delivery, and adoption.
• Identify and assess AI opportunities across CSH activities, considering feasibility, expected value, and ROI.
• Maintain and communicate the CSH AI roadmap, aligned with operational priorities and transformation objectives.
• Facilitate use‑case intake and prioritization with CSH leadership and subject‑matter experts.
• Track outcomes and value realization of deployed AI use cases.
• Rapidly learn and master CSH operational processes, including alarms workflows, country‑specific variations, troubleshooting sequences, and customer communication rules.
• Work closely with SMEs and frontline agents to understand real‑world execution and constraints.
• Convert complex and fragmented processes into clear, structured AI guidance that improves speed, quality, and consistency.
• Ensure AI solutions remain aligned with evolving processes and service standards.
• Drive adoption of AI solutions across global CSH hubs through demos, onboarding support, and continuous feedback loops.
• Create and maintain a CSH Copilot Prompt Library, providing reusable, high‑quality prompts for agents to reference.
• Animate and engage the CSH agent community by sharing best practices, tips, success stories, and new AI capabilities.
• Collect structured user feedback to continuously improve AI solutions and user experience.
• Ensure AI solutions comply with enterprise governance, security, and certification requirements.
• Manage solution lifecycle activities including documentation, versioning, updates, and continuous improvement.
• Act as the execution‑level interface between CSH and central Digital / AI / governance teams.

Required Skills & Experience

AI & Functional Skills

• Hands‑on experience with Microsoft Copilot Studio or similar low‑code conversational AI platforms.
• Strong ability to structure workflows, decision logic, and knowledge into guided AI experiences.
• Comfortable operating at the intersection of AI, business processes, and user experience.

Business & Domain Skills

• Experience in service operations, customer support, or complex operational environments — or demonstrated ability to ramp up very quickly.
• Strong business mindset with the ability to assess and prioritize use cases based on value and ROI.
• Ability to translate operational needs into practical, deployable AI solutions.

Soft Skills

• Excellent communication and stakeholder engagement skills.
• Structured, analytical, and detail‑oriented mindset.
• Self‑driven, comfortable with ambiguity and fast iteration.
• Ability to operate effectively in a global, cross‑functional environment.

Nice‑to‑Have

• Familiarity with CSH tools such as AMS, Advisor, bFO/bFS.
• Experience in alarms management, remote monitoring, or troubleshooting workflows.
• Experience with knowledge management, prompt design, or user adoption initiatives.
• Experience facilitating workshops or communities of practice.
• Bachelor’s degree in Electrical/Electronics Engineering (EEE/ECE) or equivalent Engineering.
• 6–9 years of hands‑on experience.

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.