Lead, AI Adoption & Value Realization

Lead, AI Adoption & Value RealizationAt Percepta, we bring first-class service across each market we support. As a Lead, AI Adoption & Value Realization working remotely you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique cultureWhat You’ll Be Doing Percepta is seeking a strategic and operationally strong Lead, AI Adoption & Value Realization to support the enterprise rollout and sustained adoption of AI-enabled capabilities across business units.This role will partner with IT, PMO, Client Services, People Innovation (HR), and Operations leaders to ensure AI initiatives are effectively adopted, governed, and translated into measurable business value. The ideal candidate combines operational excellence, change management expertise, and data-driven decision-making to enable scalable AI transformation across the organization.Success Metrics (First 30-90-180 Days)Successful operational execution of the Strategy as defined by the Director of AI Enablement & AdoptionDemonstrated increase in adoption rates across prioritized AI initiativesClear reporting framework for AI value realization implementedMeasurable operational impact in at least 2–3 priority initiativesExecute delivery of formalized AI Intake, prioritization and governance supportReduction in adoption friction and initiative duplicationPositive stakeholder feedback from operational leaders, and executive sponsors across business unitsDuring a Typical Day, You’ll1. AI Initiative Coordination & VisibilityMaintain a centralized portfolio of active AI initiatives across business unitsTrack implementation milestones, dependencies, risks, and adoption metricsIdentify cross-functional overlaps and alignment opportunitiesProvide structured reporting to the Director of AI Enablement & Adoption2. Adoption & Change ManagementDevelop and execute AI adoption playbooks tailored to operational teamsPartner with People Innovation (HR) to embed AI capabilities into workforce enablementstrategiesMonitor usage and behavioral adoption beyond initial deploymentIdentify barriers to adoption, develop and implement corrective action plansSupport leadership communication plans related to AI initiativesPartner with stakeholders to embed AI adoption metrics into performance objectives and incentive structures where appropriate.3. Value Measurement & Performance TrackingEstablish baselines for key operational metrics (e.g., handle time, productivity, quality, cost efficiency) for AI InitiativesCollaborate with IT and Data teams to develop dashboards and reporting frameworksTrack value realization against defined AI business casesPrepare executive-ready reporting that demonstrates ROI and impact4. Operational Partnership & Field EngagementEngage directly with operational leaders and frontline management to understand pain points and improvement opportunitiesTranslate business needs into structured AI opportunity briefs with associated business valueGather feedback from pilots and scaled implementations to refine future initiativesAct as a liaison between business teams and technical stakeholders5. Governance & Risk SupportSupport compliance with enterprise AI governance standardsEnsure documentation, controls, and process adherence are maintainedAssist in intake and prioritization processes for new AI use casesPartner with IT and Security teams to ensure alignment with data and compliance requirementsWhat You Bring to the Role Education· Bachelor’s degree or equivalent experience required· Certification in Change Management preferredExperience· 7+ years of experience in Operations, Business Transformation, Digital Enablement, and Contact Center environments· Demonstrated experience leading enterprise adoption or change initiatives· Experience working within matrixed enterprise environments required· Experience in contact center, BPO, or client services environments preferred· Experience partnering with IT and PMO organizations preferredSkillsStrong analytical skills with experience measuring operational performance and ROIAbility to influence cross-functional stakeholders without direct authorityExcellent executive-level communication and presentation skillsCore Competencies:o Strategic Executiono Enterprise Collaborationo Operational Excellenceo Data-Driven Decision Makingo Structured Problem Solvingo Executive Communicationo Change LeadershipWhat You Can Expect · Competitive Salary with Incentives· Health/Dental/Vision/Life Insurance· Flexible Spending Account (FSA) and Health Savings Account (HSA)· 401(k) with company match· Vacation/Sick Time and Paid Holidays· Tuition Reimbursement· Employee Assistance Program· Employee Discount Program· Training and Development Programs (Percepta College)· Employee Rewards Program (Perci Perks)A Bit More About Your Role Percepta provides the equipment for this position.About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.Leave it better – We take ownership and leave every process, person, and place better than we found it.Win together – We succeed as one—celebrating, supporting, and showing up for each other.Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.#LI-remote

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