ai Insights lead (phl)PartnerHero

Role DetailsContract Duration: Full-time
Work Schedule: Monday-Friday, 10:00 PM - 7:00 AM
Work Location: Metro Manila, Philippines
Work Arrangement: Hybrid
Expected Start Date: December 15th, 2025About 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 RoleWe are seeking an experienced and data-driven AI Insights Lead to oversee and elevate our AI Insights operations across multiple partner programs. In this role, you will lead a team of AI Insights Specialists responsible for analyzing and optimizing AI-powered customer interactions. You will provide strategic guidance, mentorship, and operational leadership to ensure data-driven decision-making, actionable insights, and measurable improvements to AI-driven customer experiences.As an AI Insights Lead, you will collaborate closely with cross-functional stakeholders, including Quality, Operations, Training, Knowledge Management, and Engineering, to translate insights into meaningful business outcomes. You will act as a bridge between data analytics and execution, ensuring the effectiveness, scalability, and quality of AI insights delivery across partners.What You'll Do:
Lead, coach, and develop a team of AI Insights Specialists, fostering continuous learning, innovation, and collaboration
Oversee workload allocation, prioritization, and quality standards within the AI Insights team
Set clear expectations and establish best practices for insight generation, reporting, and presentation
Collaborate with partner stakeholders to ensure the insights strategy aligns with business objectives and customer experience goals
Partner with internal leaders (Quality, Operations, AIDE, and Data Science) to enhance the value, impact, and visibility of AI insights
Oversee the analysis of large datasets from AI-driven customer interactions, including transcripts, chat logs, and feedback
Guide the identification of trends, patterns, and emerging issues affecting AI bot performance and customer sentiment
Ensure consistent measurement of KPIs and the accuracy of dashboards tracking performance across partners and bots
Validate insights produced by the team to ensure relevance, accuracy, and business impact.
Reporting & Visualization
Ensure the team delivers clear, actionable, and visually engaging reports and presentations for internal and external stakeholders
Review and refine data storytelling to ensure insights effectively drive decision-making at all organizational levels
Maintain and continuously improve visualization standards using approved tools and methodologies
Partner closely with AI Deployment Engineers (AIDEs) and product teams to operationalize insights that improve AI models and conversation flows
Coordinate feedback loops between AI Insights, Quality, and Training to support systemic learning and performance improvement
Collaborate with program leads to propose and implement changes that enhance overall AI and customer experience outcomes
Represent the voice of the customer in data-driven discussions and strategic initiatives.
Champion opportunities to improve AI behavior and the customer experience based on insights from data and human review
Stay current on trends in AI, analytics, and customer experience to drive innovation and continuous improvement across the team
What We Expect From You:
Currently serving (or previously served) as an AI Insights Specialist, Quality Lead, or in an equivalent leadership role within PartnerHero or a comparable environment
2+ years of experience in data analysis, AI optimization, or CX insights
1+ year of experience managing or mentoring a team
Strong proficiency in data analysis tools and techniques
Experience with data visualization platforms
Familiarity with AI and machine learning concepts, particularly as applied to conversational AI
Knowledge of customer service principles, operational metrics, and best practices
Excellent analytical and problem-solving abilities
Strong communication and presentation skills, including data storytelling
Quick learner, able to absorb new technologies, partner processes, and tools
Proactive mindset and growth-oriented approach, always seeking new challenges to solve.
Organized and effective at managing time, capable of prioritizing competing tasks
Demonstrated ability to lead, motivate, and coach a team while balancing performance and development
Strong collaboration and relationship-building skills across diverse teams
Strategic thinker who can balance detail-oriented analysis with big-picture planning
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 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 and professional development opportunities
Company 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 .PRIVACY NOTICECrescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.To understand more about Crescendo's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center .Powered by JazzHR
PartnerHero

Metro Manila
Permanent
Full-time