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 & Operational Systems Lead to drive the strategy, prioritization, and deployment of AI and automation initiatives across our BPO operations.

This role will lead a dedicated Operational Acceleration Pod focused on improving operational efficiency, reducing manual workload, strengthening quality consistency, and enabling scalable growth through AI and operational systems solutions.

The AI & Operational Systems Lead will own the AI and systems roadmap, identify operational inefficiencies, prioritize automation opportunities, and ensure solutions deliver measurable business impact including efficiency gains, cost savings, and margin expansion. This role works closely with Operations, Finance, and Executive Leadership to ensure successful adoption and measurable ROI across accounts.

What You’ll Do:

• Define and manage the AI & Operational Systems roadmap, aligning initiatives with operational priorities and business strategy
• Identify operational inefficiencies and automation opportunities across accounts and workflows
• Prioritize initiatives based on business impact, scalability, and margin improvement
• Lead the deployment and adoption of AI, automation, and GEMS-based operational systems solutions
• Partner with operations teams to ensure smooth rollout from pilot to full adoption
• Establish success metrics and track efficiency gains, cost savings, quality improvements, and ROI
• Provide executive-level reporting on automation performance and operational impact
• Lead and guide the Operational Acceleration Pod, ensuring clear priorities, accountability, and execution

What We Expect From You:

• 5+ years of experience in operations leadership, operational transformation, or automation initiatives
• Experience working within BPO, shared services, or large-scale operational environments
• Proven experience implementing AI, automation, or workflow optimization initiatives
• Demonstrated success delivering efficiency improvements, operational scalability, or cost reduction

• AI adoption and automation strategy
• Operational process optimization and workflow design
• Data-driven decision making and performance analysis
• Program, systems, or roadmap management
• Cross-functional leadership and stakeholder management

• Experience with AI tools, automation platforms, or operational systems
• Familiarity with operational analytics, dashboards, and performance metrics
• Experience scaling automation or digital transformation initiatives

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

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