Managing in the Middle with AI: A Qualitative Study of How Middle Managers Perceive the Integration of Generative AI in Their Work

Abstract

The rapid integration of generative AI into organizational life is reshaping how tasks are performed, decisions are made, and managerial roles are enacted. While prior research has theorized AI’s transformative potential, little empirical work has examined how these developments are perceived by middle managers, key actors responsible for translating strategy into practice and facilitating technology adoption. This study explores how middle managers perceive the impact of generative AI tools, such as ChatGPT and Microsoft Copilot, on their responsibilities, decision-making, and communication. Based on 22 qualitative interviews across technology, IT consulting, and manufacturing sectors. The study adopts a relational perspective on AI (Anthony et al., 2023; Bailey et al., 2022), viewing AI as an embedded actor in organizational systems. Findings show that while managers do not view their roles as fundamentally changed, they describe significant shifts in practice, from producing to reviewing content, from consulting colleagues to using AI, and from fixed responsibilities to broader areas of responsibility. AI is seen as a supportive assistant that enhances productivity and knowledge access. However, we argue that AI may reduce spontaneous collaboration, raising questions about evolving relational dynamics and the future of managerial expertise.