Shape the Future with TP Welcome to TP, a integral 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 We’re building our own AI performance management and gamification product, and we want it to work the way TP runs its operations. It will be built on TOPS, the daily cadence our supervisors and managers use to plan, coach and follow up, and on BEST, our Baseline Enterprise Standards across Training, Quality and WFM. We’ve learned a lot from the best platforms in this space. Now we want a product leader who can build something better, tuned to how our people actually work across many countries and cultures. You’ll help team leaders spend more of their day developing people, and make sure every coaching conversation shows up in results. You’ll report to the Head of Product, Core CX. How You Will Make an Impact
• Set the direction for the product as part of TP.ai Operate and own the roadmap, including what we build, buy or partner on.
• Bring TOPS and BEST into the product, so a supervisor’s game plan, outliers, coaching and follow-up all live in one place.
• Build the loop that turns data into action: spot what’s driving performance, learn from top performers and recommend the next coaching move.
• Design the gamification. Challenges,



recognition and nudges should motivate frontline experts, team leaders and managers alike.
• Own the Coaching Quality Model for supervisors and managers, so that every coaching intervention translates into actual KPI outcomes.
• Connect with QA & Insights, so problems spotted in interactions lead to coaching the same day.
• Lead a team of product managers, engineers, data scientists and learning and game designers.
• Roll the product out across TP’s own operations first, then with clients, including companies that run their own contact centers.
• Help our sales teams win as part of TP.ai Operate, and own the numbers that matter most: KPI attainment, attrition and how fast new people become proficient.
• Make performance scoring fair and transparent, working with Legal, HR and Privacy. 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 or BPO operations, including at least five leading performance management, coaching or operating-model work, or the products behind it.
• You know a supervisor’s day from the inside, whether through TOPS or a similar operating system.
• You’ve implemented or built AI performance management or gamification platforms, ideally across many sites.
• You’ve driven adoption across countries and cultures, and you know motivation looks different in Bogotá than it does in Cairo.
• You’ve run products with roadmaps and backlogs, and you’re comfortable in front of clients.
• You understand how AI can coach people well,



including predicting attrition and recommending what someone should practice next.
• You know gamification design and the behavioral science behind what actually motivates people.
• You know how data from WFM, QA, learning and HR systems fits together into one view of a person’s performance.
• You understand cloud and data platforms well enough to make sound architecture calls.
• You know the standards that apply to employee data, including GDPR, ISO 42001 and the EU AI Act, and how to keep scoring free of bias.
• You can build a business case that ties performance gains to attrition and the P&L.;
• 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. #LI-KA1 #LI-Remote

📌 Product Owner, TP.ai Operate: AI Performance Management (Colombia)
🏢 Tp
📍 Colombia