Product Manager, Customer Quality

We are looking for a Product Manager / Quality Development Lead to drive the next stage of evolution of our Quality function.

This role is focused on building a structured quality framework that spans the entire customer journey, strengthening the metrics architecture, and ensuring that insights consistently lead to tangible improvements in both operations and product.

For us, Customer Service is an important part of product value, and one of the key challenges today is that we do not yet assess the full customer journey well enough or systematically identify where the biggest pain points are. We need a product-oriented leader who can connect data from different customer touchpoints, build a stronger quality signal system, and turn those signals into clear priorities and improvement initiatives.

Today, the Quality Development function is centered around audit execution and evaluation control. To move forward, we need a leader who will own the strategic roadmap, design a more comprehensive metrics system, and align cross-functional teams around shared quality goals.

Your mission is to transform Quality from a predominantly audit-based process into a scalable, insight-driven system that systematically enhances operational performance and product experience, while preserving stability and reliability.

This role combines elements of product, analytics, research, and quality development. It also has strong leadership potential: over time, a broader quality development team may grow under this role.

The position involves being and working most of the time in Manila. We help with relocation, finding housing, and other things to make your move as comfortable as possible.

What You Will Own

QD Framework Development

• 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

Tools and Metrics

• 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

Standards and Impact

• 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

What We Expect from Candidate

Must Have

• 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

Nice to Have

• Experience implementing AI-driven quality tools, including automated scoring and contact classification

• Understanding of self-service systems, including FAQs and chatbots, as well as proactive communication strategies

• Experience in multi-channel and multi-product service environments

• Knowledge of root cause analysis methodologies

• Experience in customer quality analytics or similar research/insight-driven roles

• Experience working with chat-heavy support environments

Why Would It Be Cool to Work With Us?

What We Create

• Modern banking services for millions of Filipinos

• Cutting-edge solutions based on the best world practices and AI implementation

• Licensed neobank aiming to be a unicorn and leading fintech in the fast-growing region of Southeast Asia

• A business capable of raising over $200MM from ADQ (the sovereign wealth fund of Abu Dhabi), World Bank Group and other investors despite the challenging market

• An environment that allows you to launch new products in 3–4 months

• A basis for expanding into new markets all over the world

What We Offer

• Passionate international team spanning the globe

• Rapid professional growth. Merit (and merit only) rules the day

• Reward for performance and long-term success of Salmon

• Fast track to grow internationally

• New office in Manila, Philippines

• Relocation support for eligible candidates

• Medical insurance, health and wellness benefits

• Program of events and activities both online and in person