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