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About the Role

The Head of AI – PMS & Networking is responsible for driving the end-to-end AI strategy, delivery, and value realization across the PMS and Networking domains. This role operates within the enterprise AI Centre of Excellence framework, ensuring AI solutions are secure, scalable, compliant, and commercially impactful while accelerating automation and intelligent workflows.

Responsibilities

• Define and execute the AI roadmap for the domain, aligned with enterprise AI priorities and CoE standards.
• Identify and prioritize high-impact AI use cases that drive automation, efficiency, and revenue enablement.
• Own domain-level delivery across initiatives such as automated ticket deflection, AI support tools, voice AI, chatbot enablement, and self-service/intelligent portal capabilities.
• Ensure AI adoption supports measurable business outcomes.
• Lead the end-to-end lifecycle of AI initiatives from use case identification to scaling.
• Drive the pipeline of prioritized AI opportunities and ensure execution at pace.
• Embed continuous improvement through feedback loops, performance monitoring, and model/knowledge optimization.
• Partner with Product, Engineering, and Operations to deliver scalable AI capabilities and integrate AI into core PMS and network systems.
• Ensure all AI solutions comply with enterprise governance frameworks, including risk classification, legal/compliance/security stage gates, and data privacy standards.
• Act as domain lead within governance forums, championing responsible AI, transparency, and human-in-the-loop decision frameworks.
• Ensure all solutions use the enterprise AI platform and approved models, aligning with AI CoE standards.
• Collaborate with the AI CoE on model selection, evaluation, guardrails, monitoring, and enterprise roadmap alignment.
• Support scaling of reusable solutions across other domains.
• Act as the primary AI leader for PMS and Networking stakeholders.
• Work closely with Product owners, Engineering/platform teams, and Operations/customer experience teams.
• Build and lead a network of AI champions and domain experts to identify opportunities, drive adoption, and embed AI into daily workflows.
• Define and track KPIs such as ticket deflection rates, automation coverage, cost savings, revenue impact, and adoption/behavioral change.
• Deliver regular updates into AI CoE reporting and executive governance forums.

Requirements

• Significant experience leading AI / Data / Digital transformation programmes.
• Strong understanding of AI/ML applications in operations and customer support.
• Strong understanding of automation and workflow optimization.
• Experience operating within structured governance frameworks.
• Proven ability to deliver commercial or operational value from AI.
• Strong stakeholder management across business and technology.
• Experience with PMS platforms or similar operational systems.
• Experience with Networking / infrastructure environments.
• Experience with AI-driven customer support tools (chatbots, voice AI, agent assist).
• Familiarity with enterprise AI platforms and model governance.
• Familiarity with risk and compliance frameworks.
• Commercially driven and outcome-focused.
• Strong bias for action and delivery at pace.
• Advocate of responsible and ethical AI.
• Ability to operate across strategy and execution.
• Collaborative, influencing across senior stakeholders.

Skills

• AI Strategy
• AI Roadmap Definition
• AI Use Case Identification
• AI Delivery Lifecycle Management
• AI Governance
• Risk Management
• Stakeholder Management
• Product Integration
• Engineering Collaboration
• Operations Partnership
• AI Platform Utilization
• Model Governance
• Performance Tracking
• KPI Definition
• Responsible AI
• Transparency
• Explainability
• Human-in-the-loop Frameworks
• Automation
• Workflow Optimization
• Chatbots
• Voice AI
• Agent Assist

Location

• Global

Work Type

• Hybrid

Experience Level

• Head of AI
• Senior Leadership

About the Company

• Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers.
• We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day.
• Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time.
• Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets.

Equal Opportunity

• Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
• Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.