TPI Global Solutions

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. TPI Global Solutions is seeking a Strategy and Insights Manager to enhance customer experience insights through collaboration with international teams and internal analytics. The role involves managing continuous improvement projects, building relationships with product and engineering teams, and utilizing data to advocate for customer-facing features. Responsibilities • Serve as the subject matter expert within the CX organization partnering with international teams on all areas of customer experience insights by collaborating with internal analytics teams, conducting case reviews, voice of the customer, top contact drivers, pain-points, regulatory reporting and entity specific nuances. • Be responsible for scoping and carrying out continuous CX improvement projects (process/policies/SOPs) and initiatives together with key stakeholders to improve overall customer experience • Be accountable for building and maintaining CX processes to a quantifiable operational standard, ensuring customer satisfaction. • Adept at using data and customer anecdotes (VOC) to identify opportunities for new customer facing features and provide those insights to product and engineering teams. • Build strong relationships with team members in Product, Engineering & Design which will be used to advocate for improvements to the overall customer experience for your region. • Apply strong business analytics skills to synthesize the voice of the customer, business goals, industry trends and technology into our goals and objectives for client success. • Champion change management for process, policies and KBs (SOPs) to our front line CX agents • Excellent Project manager and communicator • Manage and prioritize a steady stream of content requests from multiple teams with short turnaround time Skills • 3+ years of project management & customer support operations experience preferably working with technical product/ops integrations • Must be fluent in French • Demonstrated data-driven decision making or quantitative analysis skills • Excellent communication skills, ability to simplify complex topics for broad audiences • Experience working with cross-functional teams • Ability to thrive in ambiguous environments • Motivated by mission and crafting a seamless support experience for our global customer base • Excited about unlocking the cryptoeconomy • Experience working on financial products, including payment systems, trading platforms, lending, or personal finance tools • Alternatively, demonstrated knowledge or professional experience in cryptocurrency, blockchain technologies, or decentralized finance (DeFi) • Or, background in compliance, particularly in regulated industries such as finance, fintech, or digital assets (e.g., AML/KYC, risk assessments, or policy implementation) • College Degree • French Speaking Candidate Company Overview • TPI Global started in 1998, providing technical professionals to businesses scrambling to fix the Y2K bug. It was founded in 1998, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is http://techproviders.com/.