Lead, AI Adoption & Value Realization

Lead, AI Adoption & Value Realization

At 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 culture

What 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 & Adoption
• Demonstrated increase in adoption rates across prioritized AI initiatives
• Clear reporting framework for AI value realization implemented
• Measurable operational impact in at least 2–3 priority initiatives
• Execute delivery of formalized AI Intake, prioritization and governance support
• Reduction in adoption friction and initiative duplication
• Positive stakeholder feedback from operational leaders, and executive sponsors across business units

During a Typical Day, You’ll

1. AI Initiative Coordination & Visibility

• Maintain a centralized portfolio of active AI initiatives across business units
• Track implementation milestones, dependencies, risks, and adoption metrics
• Identify cross-functional overlaps and alignment opportunities
• Provide structured reporting to the Director of AI Enablement & Adoption

2. Adoption & Change Management

• Develop and execute AI adoption playbooks tailored to operational teams
• Partner with People Innovation (HR) to embed AI capabilities into workforce enablement
• strategies
• Monitor usage and behavioral adoption beyond initial deployment
• Identify barriers to adoption, develop and implement corrective action plans
• Support leadership communication plans related to AI initiatives
• Partner with stakeholders to embed AI adoption metrics into performance objectives and incentive structures where appropriate.

3. Value Measurement & Performance Tracking

• Establish baselines for key operational metrics (e.g., handle time, productivity, quality, cost efficiency) for AI Initiatives
• Collaborate with IT and Data teams to develop dashboards and reporting frameworks
• Track value realization against defined AI business cases
• Prepare executive-ready reporting that demonstrates ROI and impact

4. Operational Partnership & Field Engagement

• Engage directly with operational leaders and frontline management to understand pain points and improvement opportunities
• Translate business needs into structured AI opportunity briefs with associated business value
• Gather feedback from pilots and scaled implementations to refine future initiatives
• Act as a liaison between business teams and technical stakeholders

5. Governance & Risk Support

• Support compliance with enterprise AI governance standards
• Ensure documentation, controls, and process adherence are maintained
• Assist in intake and prioritization processes for new AI use cases
• Partner with IT and Security teams to ensure alignment with data and compliance requirements

What You Bring to the Role

Education

·       Bachelor’s degree or equivalent experience required

·       Certification in Change Management preferred

Experience

·       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 preferred

Skills

• Strong analytical skills with experience measuring operational performance and ROI
• Ability to influence cross-functional stakeholders without direct authority
• Excellent executive-level communication and presentation skills
• Core Competencies:

o   Strategic Execution

o   Enterprise Collaboration

o   Operational Excellence

o   Data-Driven Decision Making

o   Structured Problem Solving

o   Executive Communication

o   Change Leadership

What 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.

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