Role DetailsLocation: USWork Arrangement: RemoteType of Support: OmnichannelContract Duration: Full-Time, PermanentTraining Schedule: Open to shifting schedules (subject to business requirements).Work Schedule: Open to shifting schedules (subject to business requirements)Expected Start Date: Immediately About UsCrescendo 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. The RoleAs a Crescendo Operations Manager, you will support Partner Operations through the day-to-day management and supervision of a focused operation. In this role, you will oversee a team of direct reports, consisting of frontline supervisors and staff (Team Leads and Senior Associates), and oversee the operational functions related to your team. Your primary responsibility is to deliver on objectives and key results for your Partner through managing your team to high standards, tracking Key Performance Indicators, and maintaining a focus on efficient and quality service delivery. You will provide support to Program Managers and Partner Operations through sharing your knowledge and expertise with others, fostering engagement, and creating visibility of your team’s work. What You’ll Do:Manage your time effectively to fulfill daily/weekly/monthly tasks at the highest level of quality.Keep external partner POCs updated on the regular status and progress of your team.Ensure the team is performing at expected quantitative and qualitative levels.Contribute to critical team operations: including hiring, onboarding, training, quality control, feature request tracking, and team building.Establish a quality-focused team culture with strong communication, accountability, and adherence to Crescendo Core Values.Manage team issues and risks, and develop mitigation initiatives and contingency plans to reduce potential impact; activate and implement these strategies when necessary.Examine required reports on a regular basis to confirm the information has been correctly added and to detect any trends or improvements.Evaluate overall team happiness and engagement.Directly manage and develop a team of high-performing team leads and associates.Monitor individual wellbeing and drive success through effective performance management.Perform regular 1:1s with all direct reports, as well as skip-levels with other team members.Resolve personnel issues as they arise, leading disciplinary action as needed.Work on development programs for associates and leads.Assist leads with HR-related issues and policies, payroll and bonus structures, and the management of the team.Participate in regular program reviews.Perform internal quality control check-ins with assigned programs.Support team leads and managers in establishing KPIs and meeting their program goals.Provide the leadership team with status updates and solutions to milestones, deliverables, risk assessment, etc..Ensure all solutions satisfy both the partner’s goals and the organization's vision.Foster a problem-solving environment, demonstrating teamwork and innovation.Establish a standard and encourage the learning and sharing of best practices.Craft best practices and templates based on program needs/requirements. What We Expect From You:2+ years as a support Team Lead or equivalent.Excellent written communication.Amazing customer support sensibilities.Tech-savvy and Advanced proficiency on G-Suite/MS-Office.Experience successfully managing and mentoring other people managers.Experience leading hiring and interviews, training, and quality control programs.Great eye for detecting team and employee risk and mitigating potential issues.Track record of building positive relationships with employees and partners.Strong work ethic, the ability to navigate ambiguity, and a talent for bringing out the best in others.Passionate about sharing knowledge and helping others. What You’ll Get In Return:Hybrid working arrangementsCompetitive base salaryComprehensive benefits package including medical, dental, and vision optionsAccess to free posture-based fitness workouts from homeTraining and professional development opportunitiesBe part of a people-first, values-driven organizationWork with innovative global partners and diverse teamsCompany Culture Is At Our CoreCore 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.
