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Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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

• 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.

Equal Opportunity Statement

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.