AI Enablement & Adoption Manager (GST)

Remote

Full Time

AI Support

Experienced

Role Details

Work Arrangement: Remote
Contract Duration: Full-time
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Reports to: SVP, Operations

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.

Welcome to Crescendo. Welcome to what’s next.

The Role

We are seeking an AI Enablement & Adoption Manager to lead the rollout, adoption, and operational integration of AI and automation solutions across our BPO operations. This role ensures AI initiatives are not only implemented but fully adopted and embedded into day-to-day workflows, delivering measurable improvements in productivity, efficiency, quality, and operational scalability.

You will work closely with operations leaders and cross-functional teams to identify operational inefficiencies, implement AI-driven workflow improvements, support teams through change, and measure the business impact of automation initiatives.

What You’ll Do:

Lead the rollout, implementation, and operational integration of AI and automation tools across operations teams.
Monitor tool adoption, identify usage gaps, and ensure teams effectively incorporate AI solutions into their workflows.
Develop training materials, SOPs, and playbooks to support AI-enabled processes and conduct workshops to improve AI literacy across operational teams.
Plan and execute pilot programs and phased AI deployments, coordinating with operational leaders to ensure smooth implementation and scaling.
Identify manual, repetitive, or inefficient operational processes and collaborate with cross-functional teams to design and implement automation solutions.
Support teams through organizational change, communicating the value of AI adoption and addressing operational challenges during transition.
Gather structured feedback from users and continuously improve implementation strategies and workflows.
Track adoption rates, operational KPIs, productivity improvements, and error reduction, and partner with leadership to measure the ROI and business impact of AI initiatives.

What We Expect From You:

Experience

3–5+ years of experience in operations, process improvement, transformation, or automation-related roles, preferably within BPO, shared services, or large-scale service delivery environments.
Demonstrated experience leading or supporting process improvement, workflow optimization, or operational transformation initiatives.
Hands-on involvement in the implementation, rollout, or enablement of AI, automation, or digital transformation initiatives within operational environments.
Experience managing organizational change, including introducing new tools, processes, or technologies and driving adoption across teams.
Proven ability to collaborate with cross-functional stakeholders, operations leaders, and frontline teams to successfully implement operational improvements.

Skills

AI and automation adoption and enablement
Operational process improvement and workflow optimization
Training program development, SOP creation, and operational enablement
Change management and stakeholder engagement
Data-driven decision making and performance tracking
KPI monitoring, productivity analysis, and ROI measurement

Preferred

Experience implementing AI tools, automation platforms, or workflow automation technologies in operational environments.
Experience supporting large-scale operational rollouts, pilot programs, or enterprise transformation initiatives.
Background in BPO operations, customer operations, or high-volume service environments where scalability and efficiency are critical.

What You’ll Get In Return:

Hybrid working arrangements
Competitive base salary
Generous paid time off
Comprehensive benefits package including medical, dental, and vision options
Access to free posture-based fitness workouts from home
Training and professional development opportunities
Be part of a people-first, values-driven organization
Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

Care for others: Empathy is a key driver. When people thrive, so does the mission.
Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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Do you have at least 3 years of experience working in operations, service delivery, or process improvement roles within a BPO, shared services, or high-volume operational environment?*

Have you led or supported the implementation or rollout of AI tools, automation platforms, or digital workflow solutions within an operational or service delivery environment?*

Do you have hands-on experience identifying operational inefficiencies and implementing workflow improvements or automation solutions to reduce manual processes?*

Have you been responsible for driving adoption of new tools or technologies across operational teams, including training users and ensuring consistent usage?*

Have you created or delivered training materials, SOPs, playbooks, or workshops to help teams adopt new systems, tools, or operational processes?*

Have you led or supported organizational change initiatives, such as introducing new tools, workflows, or technologies to operational teams?*

Do you have experience tracking operational KPIs, measuring adoption rates, or quantifying productivity improvements or ROI from automation or transformation initiatives?*

Have you participated in pilot programs, phased rollouts, or large-scale implementations of operational tools or automation solutions across teams or accounts?*

Are you a current or previous Crescendo employee (formerly known as PartnerHero?)*

Confidentiality Disclaimer
We value the privacy and confidentiality of our recruitment process. By participating in the recruitment process, candidates agree to the following:

*Confidentiality of Process: All information, including interview details, assessments, discussions, and any proprietary company information shared during the recruitment process, must remain confidential and must not be disclosed to any third parties without prior written consent.
*Data Protection: Personal information provided by the candidate will be used solely for recruitment purposes and will be handled in compliance with applicable data protection laws.
*Mutual Respect: Candidates are requested to respect the confidentiality of other applicants, as well as the company's policies, strategies, and internal practices shared during the process.

Failure to adhere to these guidelines may result in disqualification from the recruitment process or further legal actions if necessary.

For any questions or clarifications, please contact [email protected]*

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AI Enablement & Adoption Manager (GST)

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