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 Connect is how we run operations where AI agents and human experts work as one team. It brings together three things: AI agents for the front office (voice, chat and email), AI agents for the back office (cases, documents and transactions), and the Control Tower that decides who handles what.
We’re looking for a product leader to own Connect and build the operating system for TP’s hybrid operations. You’ll work with our operations leaders, engineers and clients to replace scattered bots and point tools with one system, run against the outcomes our clients care about. You’ll report to the Head of Product, Core CX.
How You Will Make an Impact
- Set the direction for Connect across all three parts and own the roadmap.
- Build the Control Tower, where operations leaders see AI agents and human experts working side by side, set the rules for who handles what, and step in when something goes wrong.
- Grow our front-office and back-office AI agents, and make hand-offs to people smooth enough that customers never have to repeat themselves.
- Put guardrails where the work happens. Connect should enforce our clients’ policies and keep a clear record of every decision an AI agent makes.
- Bring in data from WFM and performance management, so the Control Tower knows who’s available and who’s best placed to help.
- Decide what we build, buy or partner on, and manage our relationships with agent platform and CCaaS partners.
- Lead a team of product managers, engineers, conversation designers and data scientists, and own how AI agents are tested before they go live.
- Run activation workshops with clients to baseline their cost to serve and find where Connect will make the biggest difference.
- Help our sales and account teams win, and move our pricing toward paying for outcomes and resolutions.
- Own the numbers clients judge us on, starting with cost to serve, resolution and customer satisfaction, along with the revenue Connect brings in.
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 launched and scaled conversational AI, automation or routing products for real clients, in the front office, the back office or both.
- You know how routing, queues and escalations work in a high-volume operation, and where they break.
- You’ve led deployments across regions and brought operations teams along with you.
- You’ve shaped deals and you’re comfortable with outcome-based pricing.
- You can work in depth with engineers on LLMs, voice and chat agents, multi-agent orchestration, evaluation and guardrails.
- You know the contact center and back-office stack well, including CCaaS, telephony and CRM.
- You understand cloud platforms and what it takes to run voice AI at scale without blowing up cost or latency.
- You know the standards our clients hold us to, including ISO 42001, SOC 2, HIPAA, GDPR and the EU AI Act.
- You can model the economics of a resolution and explain them to a CFO.
- 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.
