VP, Operations Strategy and Transformation

Equifax is seeking an experienced and visionary Operations Strategy Leader to spearhead the development of our overall Operation Strategy, and lead operations transformation initiatives, with a specific focus on leveraging Artificial Intelligence (AI), Process Reengineering, and automation and BPO to revolutionize our processes. This pivotal and highly visible role will drive strategic planning, execution, and optimization of a multi-lever portfolio of solutions across our operational landscape, playing a leadership role in our monthly/quarterly business reviews (QBRs) for critical AI-enabled areas. Reporting directly to the SVP, Operations for EWS and a key member of the Operations leadership team.

The ideal candidate will possess a deep understanding of operational excellence, a strong background in AI strategy and implementation, and proven results and leadership in driving large-scale transformation and change that drives revenue growth, improves efficiency and elevates the employee and customer experience. You will be instrumental in shaping the future of our operations by integrating cutting-edge AI technologies to enhance efficiency, customer experience, and data insights. This position is based in our Rider Trail (St. Louis), MO office.

What You’ll Do

• Lead Operations Transformation: Develop and execute a comprehensive operations transformation roadmap, identifying opportunities for AI integration to optimize processes, reduce costs, and improve service delivery which could include Business Process Outsourcing (BPO) .
• AI Strategy and Implementation: Drive the strategic adoption of AI technologies, particularly in Customer Support Agentic AI, AI-enabled Document Processing, and AI-Powered Data Ingestion. This includes identifying use cases, evaluating vendors, overseeing pilot programs, and scaling successful solutions.
• Communication: Lead Monthly Business Reviews (MBRs), directly with the WS President and Quarterly Business Reviews (QBR’s) with the CEO, project updates, providing strategic insights, progress updates, and performance metrics related to initiatives in customer support, document processing, and data ingestion.
• Cross-Functional Collaboration: Partner closely with General Managers, Technology, Product, Engineering, D&A, and other operational teams to ensure seamless integration of AI solutions and alignment with overall business objectives.
• Performance Measurement & Optimization: Define key performance indicators (KPIs) for operational improvements, monitor progress, analyze data, and implement continuous optimization strategies.
• Change Management: Lead change management efforts to ensure successful adoption of new AI technologies and processes across the organization, fostering a culture of innovation and continuous improvement.
• Risk Management: Identify and mitigate potential risks associated with AI implementation, including data privacy, ethical considerations, and system security.
• Market Research & Innovation: Stay abreast of industry trends, emerging AI technologies, and best practices in operations transformation, bringing innovative ideas and solutions to the table.
  
  

What experience you need:

• Bachelor's degree in Business, Operations Management, Computer Science, Engineering, or a related field.
• 10+ years of progressive experience in operations leadership, strategy, or consulting, with at least 3-5 years focused on AI-driven transformation initiatives.
• Proven track record of successfully leading large-scale operational change programs from strategy to execution.
• Expertise in AI technologies, including machine learning, natural language processing (NLP), computer vision, and agentic AI.
• Specific experience with or strong understanding of:
• Customer Support Agentic AI: Implementing AI-powered virtual agents, chatbots, and intelligent routing for enhanced customer experience.
• AI-enabled Document Processing: Utilizing AI for intelligent document extraction, classification, and automation of document-heavy workflows.
• AI-Powered Data Ingestion: Designing and implementing AI solutions for efficient and accurate data collection, validation, and integration from diverse sources.
  

What Could Set You Apart

• Strong analytical skills with the ability to interpret complex data, identify trends, and make data-driven decisions.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
• Demonstrated leadership capabilities, including strategic thinking, problem-solving, and managing cross-functional teams.
• Experience with Agile methodologies and project management best practices .