About the Company

Relay Network is the innovator of a new B2C channel designed for businesses to create more valuable customer relationships. Our HIPAA-compliant, personalized channel combines the timeliness of SMS with the multifaceted experience of scrolling feeds. By delivering exactly what customers need, when they need it, in a familiar format, we help organizations guide customers through dynamic journeys that support key customer actions within critical moments such as onboarding, care management, and adherence. 

Recognized by top industry analysts, Relay serves more than 100 industry-leading clients and more than 60 million end users across numerous verticals, including healthcare, financial services, and life sciences. Located in the Greater Philadelphia area, Relay is ranked one of the Top Workplaces by The Philadelphia Inquirer and prioritizes building dynamic, harmonious teams. Relay doesn't look for people who simply fit in, we look for individuals who continuously shape who we are.

About the Role

The AI Center of Excellence builds and ships internal AI tools, skills, and workflows that change how the organization works. This role owns the adoption and enablement motion for every tool the CoE produces. You will translate technical capability into why it matters for specific teams, design and run the training and change-management cadence around each launch, and build the feedback loops that measure adoption.

This is a junior role by title, not by scope. You will report directly to the Chief Innovation & AI Officer, work closely with the Applied AI Lead, and own the internal narrative around all CoE outputs. Success requires an operational mindset: the ability to take an ambiguous goal with no existing playbook, build a structured plan around it, execute reliably, and measure outcomes even when a clean metric does not exist.

Duties & Responsibilities

• Identify adoption barriers for new tools (overconfidence, resistance to workflow change, low awareness) and manage through constraints to drive uptake.
• Build and maintain a network of internal champions and early adopters across business functions who model real usage and answer peer questions.
• Design lightweight enablement assets (walkthroughs, guides, office hours) that meet people at their actual skill level.
• Own the internal launch plan for each new tool or capability, including announcement, positioning, timing, and follow-through.
• Translate technical capability into plain-language value for non-technical audiences across the organization.
• Establish consistent internal narrative around where CoE tools fit into the company's broader AI direction.
• Track adoption metrics per tool: active usage, time-to-adoption, drop-off, and qualitative sentiment.
• Run structured feedback loops (surveys, listening sessions, check-ins) and convert findings into specific rollout adjustments.
• Partner directly with team leads to embed new tools into existing workflows instead of treating adoption as an extra step.
• Report adoption health to the CIAO regularly, including direct assessment of what is and is not working.

Indicators of Success

The ideal candidate will be an ambitious individual who embraces the start-up mentality and the agile work atmosphere of a growth-oriented organization. Ultimate success will be measured by delivering on commitments, exceeding goals, and achieving both with integrity and respect for co-workers. In addition, the candidate will have:

• An operational mindset with demonstrated ability to turn ambiguous, metric-light goals into structured plans and execute with resilience when priorities shift.
• Strong collaborative and trust-building skills; the ability to work effectively with skeptical or resistant stakeholders and lead with empathy rather than pressure.
• A genuine point of view on AI and strong communication skills to articulate it across both executive and frontline audiences.

Relevant Experience

• 1 to 3 years of experience in internal communications, change management, program coordination, business analysis, or a related people-facing function.
• Demonstrated ability to measure outcomes and define reasonable proxies when clean metrics do not exist.
• Track record of building relationships and driving adoption across skeptical or change-resistant groups.
• Comfort with ambiguity and priority shifts in a fast-moving environment.
• Experience in a regulated industry (healthcare, financial services) is a plus.
• Prior hands-on exposure to enterprise AI tools or prompting is a plus.