Principal – Back-Office AI Transformation

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Irving (TX)

On-site

USD 180,000 - 240,000

Full time

5 days ago

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Job summary

Five9 seeks a seasoned leader to own the back-office AI automation program, delivering measurable transformations across Finance, HR, Legal, and IT. You will run diagnostics, design future-state processes, and pilot AI-enabled solutions with cross-functional teams.

You will define ontologies, metrics, and roadmaps, reporting progress to the Transformation Office and executives, while building internal capability for scale.

Qualifications

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 back-office functions: Finance/Accounting, HR, Legal, IT, or Procurement.
Experience running/participating in structured organizational diagnostics using interviews, observations, 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 pilots.
Experience partnering with internal tech or business-systems teams to stand up new tooling (highly recommended).
Strong quantitative skills and value-measurement experience.
Experience in a public company or SaaS/subscription business (highly recommended).
Experience managing or partnering with outside consultants or delivery partners.
Proficiency with AI tools and a POV 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 Advanced Degree recommended.

Responsibilities

Own hands-on delivery of the AI automation agenda for back-office functions.
Run AI readiness diagnostics 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 from discovery to controlled user trials in priority back-office workflows.
Measure and report pilot results, distinguishing proven outcomes from projected benefits.
Translate pilot learnings 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, baselines, and evidence packages for investment decisions.
Partner with Finance, HR, Legal, IT, Business Technology, outside delivery partners, and executives.
Run regular reporting with Transformation Office and executive stakeholders.
Build internal capability and potentially grow a team of forward-deployed engineers and process professionals as the program scales.

Skills

Operations Transformation

RPA Delivery

Workflow Tooling

AI-Native Applications

Quantitative Skills

Stakeholder Communication

Presentation Skills

Education

Bachelor’s Degree

MBA or Advanced Degree

Tools

RPA Tools

AI Platforms

Job description

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

Requirements

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

Core Competencies

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.

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