Hybrid role (minimum two days/week in a TU office) serving as the primary operational relationship owner for premium and strategic customers across EMEA. Responsibilities include onboarding, training, implementations and project delivery, fraud analysis, developing customer success plans, conducting strategic reviews, supporting renewals and proofs-of-concept, and providing ongoing operational support across multiple time zones.

Responsible for handling high-touch escalated consumer cases and investigations, coordinating with internal and external stakeholders (Legal, Compliance, Financial Institutions, law enforcement, courts), managing tickets and reporting (Remedy, Horizon), performing fraud investigations, maintaining training/materials and portal content, and ensuring compliance with PIPEDA. Remote role based in Ontario; requires 3+ years' relevant experience and fluency in French.

The role owns first-line support for operational and technical questions, manages and delivers customer initiatives across the project lifecycle, monitors SLAs and prepares reports, and represents customer feedback to inform sales and product roadmaps. Requires a bachelor's degree or equivalent plus 3+ years in consultancy, project/implementation management or fraud management, strong analytical and communication skills in English, and familiarity with tools such as JSON, Tableau, Looker or Databricks. Position is remote (based in Costa Rica) and requires some overnight travel and on-call availability.