Principal – Back-Office AI Transformation

• Own hands-on delivery of Five9’s internal back-office AI automation agenda
• Run an ongoing AI readiness diagnostic using employee input, process observation, and benchmarking
• Build an opportunity inventory and assess process, data, technology, talent, operating-model, governance, and change readiness
• Define function ontologies, metric definitions, context graphs, and function-specific intelligence layers
• Deliver bounded pilots in priority back-office workflows from process discovery and future-state design through controlled user trials
• Measure and report demonstrated pilot results while distinguishing proven outcomes from projected benefits
• Translate pilot learning into blueprints covering future workflows, human-AI handoffs, build tasks, and approvals
• Create ranked, fundable portfolios and sequenced roadmaps with ownership, dependencies, and resourcing
• Define credible value measures, establish baselines, and build evidence packages for investment decisions
• Partner with Finance, HR, Legal, IT, Business Technology, outside delivery partners, and executive stakeholders
• Run regular reporting with the Transformation Office and executive stakeholders
• Build internal capability and potentially grow a team of forward-deployed engineers and process professionals as the program scales

• 15+ years in operations transformation, shared services, business process automation, or an internal strategy/transformation office
• Track record of shipping transformation work rather than only recommending it
• Direct experience inside one or more back-office functions:
  Finance/Accounting, HR, Legal, IT, or Procurement
• Experience running or contributing to a structured organizational diagnostic using employee interviews, process observation, and benchmarking
• Experience turning diagnostic findings into a ranked, fundable opportunity portfolio
• Hands-on experience delivering RPA, workflow tooling, or AI-native applications from scoping through a measured pilot
• Experience partnering with an internal technology or business-systems team to stand up new tooling highly recommended
• Strong quantitative skills and value-measurement experience
• Experience at a public company or in a SaaS/subscription business highly recommended
• Experience managing or partnering with outside consultants or delivery partners
• Proficiency with AI tools in daily work and a point of view on back-office process design and automation
• Strong written and verbal communication skills
• Comfort presenting evidence-based findings to function leaders and senior stakeholders
• Bachelor’s degree required
• MBA or other advanced degree highly recommended

Demonstrates extensive experience in operations transformation and business process automation, with a strong focus on delivering measurable outcomes through AI and RPA initiatives. Proven ability to partner with cross-functional teams and executive stakeholders to drive strategic change and build internal capabilities.

• Operations Transformation
• Business Process Automation
• AI Tools Proficiency
• Quantitative Skills
• Stakeholder Communication

• RPA Delivery
• Workflow Tooling
• AI-Native Applications
• Organizational Diagnostic
• Opportunity Portfolio Development
• Value Measurement
• Process Discovery
• Future-State Design
• Pilot Measurement
• Function Ontologies

• Strong Written Communication
• Strong Verbal Communication
• Presentation Skills

• Bachelor’s Degree
• MBA or Advanced Degree

• Back-Office Functions
• Finance
• HR
• Legal
• IT
• Procurement
• SaaS
• Subscription Business
• Transformation Office
• Change Readiness