AI Performance Manager

Role Details

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

The Role

As an AI Operations Performance Manager, your core mission is to drive the performance, health, and strategic evolution of AI-enabled service programs. You are not responsible for direct human reports—instead, you own the outcomes of conversational AI systems and related operational workflows.

You’ll act as a strategic partner to clients, using insights from dashboards and key performance indicators to identify opportunities, implement improvements, and deliver meaningful results across containment, escalation, customer satisfaction, and financial targets. You will also oversee partner-facing initiatives including onboarding, tooling optimization, business reviews, and risk management planning.
This role is ideal for a data-driven operator who thrives in fast-paced environments and understands how to scale and refine human-in-the-loop AI programs.

What You’ll Do:

• Strategic Partner Management
  Act as a trusted advisor to partner stakeholders by:
  Regularly engaging on key business challenges and opportunities.
  Defining and evaluating performance metrics and success behaviors aligned to the partner’s contractual objectives.
  Ensuring program KPIs and qualitative benchmarks are met.
• AI & Operational Excellence
  Own end-to-end program operations for AI-driven systems, including:
  AI onboarding and training support.
  Knowledge Base design, documentation, and maintenance.
  Tool and workflow optimization to maximize efficiency and reduce escalations.
  Quality assurance process setup and audits.
• Insight-Driven Continuous Improvement
  Analyze key operational dashboards covering:
  Containment and escalation rates.
  Predictive CSAT trends and agent handoff reasons.
  Time-to-human, resolution efficiency, volume fluctuations, and quality scoring.
  Drive initiatives to improve AI outcomes, enhance user experience, and reduce friction.
• Program Health & Risk Management
  Proactively identify risks and implement mitigation strategies.
  Maintain clean, reliable data systems to support real-time reporting and feedback loops.
  Collaborate cross-functionally to execute Crescendo and AAI (Augmented AI) initiatives.
• Financial & Reporting Accountability
  Ensure the program delivers on financial targets, including gross margin, invoice accuracy, and budget efficiency.
  Prepare and lead Weekly, Monthly, and Quarterly Business Reviews with the partner’s executive leadership team.

What We Expect From You:

• 3+ years of experience in CX operations or program management, preferably in a BPO or tech-enabled services environment.
• Proven success managing multi-account or multi-program portfolios where AI systems, automation, or analytics played a central role.
• Demonstrated ability to drive operational improvements without direct people management, through collaboration, influence, and stakeholder engagement.
• Experience overseeing program-level operations such as:
• Onboarding new workflows or technologies (AI, CRM, KB, QA tools).
• Managing performance metrics tied to SLA and CSAT goals.
• Supporting seasonal capacity planning, workforce coordination, and performance tracking.
• Proficiency in using and optimizing platforms such as Zendesk, TalkDesk, Shopify, and G Suite to enable AI workflows and customer experiences.
• Strong analytical capability with experience leveraging dashboards and reports to diagnose issues, monitor trends, and present strategic recommendations.
• Working knowledge of contact center systems including skill-based routing, telephony IVR, CRM configurations, and Knowledge Base management.
• Clear, confident communicator capable of synthesizing technical, operational, and business insights for stakeholders at all levels.
• Nice to have
  • Experience working in brand-driven startups with a focus on innovation and agility.
  • Exposure to omnichannel support environments (chat, email, voice, social).
  • Familiarity with high-volume seasonal support models and associated tooling.
  • Background in escalation response, triage workflows, or incident management in operationally complex settings.

What You’ll Get In Return:

• Hybrid working arrangements (all other countries)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero 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 [email protected].