Product Manager, Customer Quality

SALMON ROBOTICS LIMITED

Product Manager leading the evolution of customer quality at a neobank. Developing comprehensive metrics systems and a structured quality framework across customer journeys.

Posted 5/4/2026full-timeManila • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Design and implement a structured quality system across the full customer journey: prevent → proactive → self-service → online support → back-office
Define evaluation criteria for each stage and align them with business and operations
Run calibration sessions to ensure consistent standards
Continuously evolve the framework as products and channels grow
Help the company move from fragmented quality checks toward a clearer, more scalable quality development model
Bring together signals from different data sources: chats, social media, app-related interactions, chat history, and other relevant customer touchpoints
Define and implement quality assessment tools: manual review, AI scoring, CSAT/NPS/CES, self-service and back-office analytics
Build monitoring for key metrics such as repeat contacts, escalations, long chats, bot fallback rate, FAQ conversion, and SLA
Identify weak points across the journey and quantify the level of customer pain
Own rollout and performance tracking of all quality tools
Work with analytics and internal tooling teams to improve how quality data is collected, interpreted, and used
Establish a clear definition of high-quality resolution focused on customer outcomes
Set target metrics and connect them to business results
Ensure shared understanding of quality standards across stakeholders
Translate insights into action by building structured reporting for operations, business, training, and product teams
Act as an ambassador for quality across internal teams, helping service and product stakeholders understand where the biggest issues are and what should improve
Escalate critical cases and initiate improvement projects

Requirements

What you’ll need

Proven experience building or transforming a QA/QD/customer quality function within Customer Service
Strong systems thinking with the ability to see and manage the entire customer journey, not just individual interactions
Hands-on experience with service quality metrics such as CSAT, NPS, CES, FCR, and quality score, and the ability to connect them to business outcomes
Experience designing evaluation criteria and running calibration sessions
Strong communication skills with the ability to translate insights into clear actions for different audiences, from agents to business leads
Experience working with analytics and monitoring tools
Strong analytical profile: able to work with multiple data sources, identify patterns, and turn them into practical recommendations
High level of autonomy: this role requires someone who can move fast, navigate ambiguity, and drive work forward with limited hand-holding
Leadership potential and readiness to grow into a team leadership scope over time
Experience implementing AI-driven quality tools, including automated scoring and contact classification (Nice to Have)
Understanding of self-service systems, including FAQs and chatbots, as well as proactive communication strategies (Nice to Have)
Experience in multi-channel and multi-product service environments (Nice to Have)
Knowledge of root cause analysis methodologies (Nice to Have)
Experience in customer quality analytics or similar research/insight-driven roles (Nice to Have)
Experience working with chat-heavy support environments (Nice to Have).

Benefits

Comp & perks

Relocation support for eligible candidates
Medical insurance
Health and wellness benefits
Program of events and activities both online and in person

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

QAcustomer quality functionservice quality metricsCSATNPSCESFCRquality scoreAI-driven quality toolsroot cause analysis

Soft Skills

systems thinkingstrong communicationanalytical profilehigh level of autonomyleadership potential