Innovation Manager

TP; Kota Yogyakarta; On-site; IDR 350,000,000 - 700,000,000; Full time

Job summary

TP is seeking an Innovation Manager to drive transformation in the TPID and modernize the technology roadmap. You will partner with cross-functional teams to deliver higher value, faster delivery, and cost savings to global clients.

Domain knowledge in Trust and Safety/ Content moderation is mandatory, with exposure to contact center and back-office operations preferred. You will lead workshops, establish KPIs, and foster an innovation culture across the organization.

Qualifications

• Domain knowledge in Trust and Safety/ Content moderation is mandatory.
• Minimum 4–6+ years in BPO or Digital Transformation with scalable tech delivery.
• Bachelor’s degree in a related field; MBA or innovation certs are a plus.

Responsibilities

• Transform and optimize processes across TnS, contact center, back-office, and shared services.
• Lead end-to-end innovation pipeline from ideation to deployment and scaling.
• Facilitate client workshops and design thinking to solve service delivery issues.
• Foster an innovation culture with programs like hackathons and rewards.
• Define KPIs and track impacts on AHT, CSAT, and costs.

Skills

Methodologies

Technical acumen

Change management

Education

Bachelor’s degree in Business/CS/Engineering

Tools

CRM systems

Omnichannel platforms

Generative AI

LLMs

NLP

UiPath (RPA)

Job description

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.