Shape the Future with TP
Welcome to TP, a global leader in AI-powered digital business services where technology meets human empathy. Generating over €10 billion in annual revenue and backed by a global team of nearly 500,000 passionate experts, we partner with the world’s most iconic brands across nearly 100 countries in over 300 languages. By combining advanced artificial intelligence, proprietary technology, and high-touch human care, we redefine digital customer experience, process automation, and enterprise solutions.
As a certified Great Place to Work® across almost 100 countries, our foundation is built on an inclusive culture and a genuine sense of belonging. Whether you are driving digital transformation, elevating client success, or building cutting-edge solutions, your talent is the key to unlocking what’s next.
Why This Role Matters
TP.ai Assist is how we use AI to make our people better at their jobs. Our experts handle conversations every day that need judgment, empathy and accuracy, and Assist puts the right knowledge and guidance in front of them at the moment it matters.
We’re looking for a product leader to own Assist and decide where it goes next. You’ll spend real time with experts on the floor, with our engineers and with our clients, and you’ll build the things that make a measurable difference to the outcomes we deliver. You’ll report to the Head of Product, Core CX.
How You Will Make an Impact
- Set the direction for Assist and own the roadmap that gets us there.
- Today Assist helps experts find answers, wrap up interactions and stay compliant. Your job is to decide what comes next, and to retire what isn’t earning its place.
- Sit with experts and supervisors often enough to see where their day gets harder than it should be, then turn what you learn into product.
- Work hand in hand with the leaders of TP.ai Connect and our performance management product, so an expert’s tools feel like one system.
- Decide what we build, what we buy and who we partner with, and keep a clear view of what competitors are shipping.
- Lead a team of product managers, engineers, data scientists and designers, and run delivery with clients through TP’s co-creation approach.
- Prove new ideas in our own operations first, then with anchor clients, and turn what works into product we can deploy anywhere.
- Help our sales and account teams win. That means shaping deals, building the business case and designing pricing that works for clients and for TP.
- Own the numbers: how our clients’ outcomes improve, how our experts perform, and the revenue Assist brings in.
- Make sure Assist is safe to trust, working with Legal, Security and Privacy on how we handle customer data.
What You Bring to the Team
- Bachelor’s or Master’s degree in Business Administration, Engineering, Computer Science, or a related field.
- You’ve spent 12+ years in contact centers, BPO or CX technology, including at least five leading product or technology teams.
- You’ve taken an AI product for frontline workers from pilot to scale with real clients. A copilot, real-time guidance or knowledge tool all count.
- You understand a frontline expert’s day well enough to know what helps and what just adds another screen.
- You’ve led change across regions and cultures, and you know adoption is earned on the floor.
- You’re comfortable in front of clients, shaping deals and pricing.
- You can go deep with engineers on LLMs, retrieval, guardrails and real-time speech, and on how to tell whether an AI answer is any good.
- You know the contact center stack, including CCaaS platforms like Genesys, NICE and Amazon Connect and CRMs like Salesforce and Zendesk.
- You understand cloud platforms and the cost and latency trade-offs of running AI in real time.
- You know the standards our clients hold us to, including ISO 42001, SOC 2, GDPR, the EU AI Act and PCI DSS.
- You can build a business case a CFO would sign.
- Visionary, strategic thinker with strong operational discipline and a bias for execution.
- Exceptional communication and stakeholder management across executive, client, technical, and operational audiences.
- Skilled at influencing without authority and aligning global, regional, and client priorities.
- Empathy-driven leader focused on collaboration, clarity, and empowerment.
- Adaptable, resilient, and continuously curious about emerging AI and CX trends.
Pre-Employment Screenings
By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.
Culture & Belonging
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.
