Innovation Manager - Trust & Safety Transformation

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

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.