Innovation Lead, Office of the CEO

Role Details

Reports to: Chief of Staff, Office of the CEO
Location: San Francisco - Hybrid preferred

About Us

Individually, our AI and Superhumans are best in class. Together, they’re game-changing.
Crescendo is the first AI-native contact center — combining the world’s smartest, auto-tuning AI with multilingual human experts to deliver performance-guaranteed customer experiences.

In a category full of hype and overpromise, we stand apart as the peak of CX performance: measurable, scalable, and proven. Our platform helps mid-market leaders and enterprise giants scale seamlessly across every channel with outcome-based pricing, rapid time-to-value, and enterprise-grade trust.

We don’t just sell software. We deliver results — guaranteed.
 

The Role

 We are looking for an Innovation Lead, Office of the CEO to work closely with the Office of the CEO to turn AI capability into real, measurable business outcomes.
 

 This role is for someone who is deeply hands-on with AI and comfortable operating as both a builder and an operator. You will design and deploy mini assistants, task-specific copilots, reusable AI personas, and AI-powered workflows (including Gemini Gems or equivalent) that embed AI directly into business processes. Your mandate is to operationalize AI across the company, translating AI insight into executable work—across the tools and systems the business uses—and embedding AI directly into how the company operates.
 

Initial Focus: First Key Projects

1) Transform AI Processes in the Office of the CEO

You will lead the effort to make the Office of the CEO AI-first by default.

 Assess current workflows across executive planning, communication, decision-making, and follow-through

Design and deploy process-embedded AI (mini assistants, copilots, reusable personas, workflows) to support CEO and Chief of Staff operations

Build Gemini Gems or equivalent agents to support recurring executive work (planning, synthesis, prioritization, execution tracking)

• Translate AI outputs into clear, actionable work items (e.g., Asana, Jira, or similar tools) to ensure insights turn into execution.
• Establish repeatable, scalable AI practices that can later be extended to the broader organization 

2)  Launch and Run a Startup Innovator Program

You will help design and launch a startup-wide AI innovator program to drive experimentation, adoption, and scale. 

• Define the structure, goals, and operating model for an internal AI innovator program
• Identify and partner with innovators across teams to pilot AI use cases
• Provide hands-on support to help teams build and deploy AI workflows, assistants, and automations
• Create lightweight governance, documentation, and success metrics
• Surface winning use cases and help scale them across the organization  

What You’ll Do:

Build Process-Embedded AI

• Design, build, and maintain mini assistants, task-specific copilots, reusable AI personas, and AI workflows that support core business processes
• Create Gemini Gems or equivalent AI agents embedded directly into day-to-day operations
• Ensure AI solutions are reusable, scalable, and aligned to real business needs
• Continuously iterate based on adoption, performance, and impact

AI Execution & Automation

• Identify high-leverage opportunities to automate workflows using AI
• Implement AI-driven automation across operational, project, and execution workflows
• Reduce manual effort while improving speed, consistency, and quality

AI Strategy, Competitive Analysis & Buy vs. Build

• Conduct competitive and market analysis to understand how peers and competitors are applying AI
• Evaluate third-party tools, platforms, and vendors to inform buy vs. build decisions
• Partner with leadership to recommend pragmatic, outcome-driven AI investments
• Balance speed, cost, scalability, and differentiation when determining build vs. buy paths

From AI Insight to Action

• Translate AI outputs into clear, executable work items using the company’s project management tools (e.g., Asana, Jira, or equivalent)
• Break AI-enabled initiatives into actionable workstreams with clear owners and outcomes
• Partner with teams to ensure AI-driven work is delivered, adopted, and measured

Office of the CEO Partnership

• Work closely with the Chief of Staff to support CEO priorities
• Use AI to increase leverage across planning, communication, and follow-through
• Act as a trusted AI operator for high-impact, cross-functional initiatives

Embed AI Into the Rhythm of the Business

• Integrate AI into recurring operating cadences (planning, reviews, standups, retros)
• Enable teams to use AI naturally in daily work and project execution
• Develop prompts, templates, and lightweight playbooks
   

What We Expect From You:

• 2–5 years of experience in business operations, consulting, product ops, automation, or similar roles
• Deep, practical experience applying AI in real business workflows
• Hands-on experience building mini assistants, task-specific copilots, reusable AI personas, or Gemini Gems (or equivalent)
• Experience conducting competitive analysis and market research to inform AI strategy and tooling decisions
• Proven ability to evaluate and recommend buy vs. build approaches for AI solutions
• Proven ability to design and implement AI-driven automation
• Experience translating complex initiatives into executable work using modern project management tools (Asana, Jira, or similar)
• Strong process thinking, ownership mindset, and results orientation
   

Nice to Have:

• Experience in an AI-native or high-growth startup
• Familiarity with SaaS, product, or GTM operations
• Experience supporting executive teams or Chief of Staff–led initiatives
• Experience evaluating AI vendors, platforms, or emerging technologies in fast-moving markets

What Success Looks Like:

• The Office of the CEO operates with AI embedded into core workflows
• Executive work moves faster with clearer prioritization and follow-through
• The AI innovator program produces repeatable, scalable use cases
• AI insights consistently translate into shipped work and outcomes
• The organization builds durable, process-embedded AI capabilities
   

Why Crescendo?

• Performance-Guaranteed CX → The only model with skin in the game.
• Category Leadership → We’re not joining the conversation. We’re writing it.
• Velocity & Scale → From mid-market agility to enterprise impact, Crescendo moves fast and delivers faster.
• AI + Superhumans → Not one or the other — the best of both, working together.
   

Join us to define the future of customer experience in the AI era.

Company Culture Is At Our Core

Core 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 [email protected].

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