Role Details
Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Support 10 omnichannel accounts, up to 50 associates
Contract Duration: Full-time
Work Schedule: Shifting schedules (subject to business requirements)
Expected Start Date: February 2026
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 sleep.
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
As a CX Automation & Operations Manager, you will support a partner building high-quality, eco-friendly electric scooters using Augmented AI. You will lead the design and daily execution of AI-powered workflows that combine automation with human oversight. This role owns alignment across QA, Optimization, Data Analysis, partner Success, and Operations to ensure strong performance and partner satisfaction.
This is a hands-on leadership role. You will operate in a results-driven environment where data, process discipline, and proactive decision-making matter. Success means consistently meeting SLAs, driving cross-functional accountability, and helping the partner scale responsibly while delivering clear, actionable insights.
What You’ll Do:
- Oversee day-to-day operations and performance for assigned partners within the partner, ensuring consistent delivery and impact.
- Collaborate closely with cross-functional teams, including Operations, Quality, Optimization, and AI Development, to drive alignment and smooth execution.
- Monitor key performance metrics (e.g., QA scores, CSAT, AHT, TAT, throughput, and issue recurrence) and create clear, actionable coaching plans to improve results.
- Build and maintain strong operational rhythms that align partner deadlines with internal capacity and resource planning.
- Serve as the go-to escalation point for time-sensitive or high-risk partner issues, approaching every challenge with a resolution-first mindset.
- Lead strategic updates with internal stakeholders and confidently represent the partner in leadership meetings with clarity and ownership.
- Champion continuous improvement, from refining SOPs to leading innovation pilots in the Augmented AI space.
- Ensure all initiatives are aligned with the partner-level OKRs and Crescendo’s broader operational standards.
What We Expect From You:
- Proven experience leading operations in a complex, data-driven BPO or tech-adjacent environment.
- Proven experience leading teams in a call center or BPO environment, specifically in customer support operations (omnichannel). You’ve managed performance and driven KPIs in a fast-paced CX or tech-adjacent setting.
- A strong grasp of cross-functional collaboration, you know how to align teams across Operations, QA, Optimization, and Training to move initiatives forward.
- You have a sharp analytical mindset and are comfortable digging into dashboards, identifying performance trends, and making data-driven decisions.
- Excellent communication skills in both English and Spanish; you're confident in influencing across all levels, whether with peers, leaders, or partners.
- Experience managing hybrid or distributed teams across multiple regions and time zones.
- Strong project management skills: you meet deadlines and keep others on track.
- Familiarity with AI-driven or automation-enhanced workflows is a plus, but not a must-have.
What You’ll Get In Return:
- Be part of a people-first, values-driven organization
- Work with innovative global partners and diverse teams
- Hybrid working arrangements
- Competitive base salary
- Comprehensive 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
- Training and professional development opportunities
Top Skills
What We Do
PartnerHero is the BPO for companies that care about quality and people. We connect talented and capable people from all over the world with innovative companies who care about business metrics and values. We're big fans of integrity, finding the right fit, and bringing opportunity to places that have traditionally been left behind.
We specialize in Customer Support, Trust & Safety, Quality Assurance and Software QA. Visit our website and drop us a line.
