Innovation Manager

The Innovation Manager will drive the TPID's transformation strategy by uncovering inefficiencies, managing the modern technology roadmap, and introducing cutting-edge service models. This role bridges the gap between current TPID operations and future digital possibilities, working closely with cross-functional teams to deliver higher value, faster delivery, and cost savings to global clients.

Domain knowledge required: Trust and Safety/ Content moderation- mandatory ; contact center and Back office Ops exposure- preferred.

Key Responsibilities & Duties

• Process Transformation & Automation: Analyze existing TnS, contact center, back-office, or shared services operations to identify bottlenecks. Partner operational teams to identify and implement Innovative process transformation and optimization solutions. Also, partner with technical teams to introduce automation technologies like Robotic Process Automation (RPA), Generative AI bots, and Machine Learning workflows.
• Pipeline & Portfolio Management: Oversee the end-to-end innovation pipeline from brainstorming and prototyping to full deployment and scaling. Evaluate client accounts to see which processes can be reinvented for better margins.
• Client Co-Creation & Consultation: Facilitate collaborative workshops and design thinking sessions directly with key clients to solve complex service delivery challenges.
• Fostering an Innovation Culture: Establish internal programs (like hackathons, suggestion programs, or reward systems) to encourage agents and frontline managers to propose creative efficiency hacks.
• ROI Tracking & Reporting: Define clear performance metrics (KPIs) to measure the success of innovation projects. Track impacts on average handle time (AHT), customer satisfaction (CSAT), and operational cost reductions.

Skills Area

• Methodologies : Understanding and implementation experience of Transformation/optimization methodologies and framework (e.g. Design Thinking, Agile, Lean Six Sigma, and Rapid Prototyping.)
• Technical Acumen : Familiarity with BPO tools (CRM, Omnichannel setups) and emerging tech like Generative AI, LLMs, NLP, and RPA tools (e.g., UiPath)
• Change Management : Exceptional leadership skills to navigate corporate friction and guide employees through tech transitions

Requirements

• Education: Bachelor's degree in Business, Computer Science, Engineering, or a related field (MBA or specialized innovation certifications are a plus).
• Experience: Minimum of 4–6+ years of experience in a BPO (specifically handling Trust and Safety / Conten Moderation LoB), Shared Services, or Digital Transformation environment, with a proven track record of implementing scalable technology solutions.