Digital Product Manager

Position: Digital Support Product Manager
Location: Manila

About the Role The Digital Support Product Manager owns the end-to-end customer-facing experience for AI-powered and self-service support. This includes in-product chat flows, help center portals, FAQ experiences, and the AI interaction design that customers encounter. This role exists because great AI without a great experience still fails customers. The Digital Support PM ensures that the experience layer is intentional, user-centered, and continuously improving.

You will work at the intersection of product management, customer experience, and AI design.

What You Will DoOwn the product strategy and roadmap for digital self-service and AI-assisted support experiences

Define and maintain in-product chat flows, widget experiences, and help center structure across all supported products

Design and iterate on the AI customer interaction experience and how customers initiate, navigate, and resolve issues through AIPartner with the AI Support Architect and AI Engineers to ensure experience design informs agent behavior

Collaborate with Knowledge Engineering to ensure self-service content is discoverable and effective

Gather and synthesize customer feedback, support data, and usability signals to drive experience improvements

Define success metrics for digital support experiences: self-service resolution rates, CSAT, deflection, and engagement

Manage the product lifecycle for self-service tools from ideation through launch, measurement, and iteration

Coordinate with global support teams and product stakeholders to align digital support experience with product direction

What We Are Looking For Required Experience & Qualifications5+ years of product management experience, with a focus on digital customer experience, self-service, or support products

Demonstrated experience designing or improving AI-assisted or chatbot customer interactions

Strong customer empathy, experience conducting user research, reviewing support data, and translating insights into product decisions

Familiarity with CRM and support platforms such as Salesforce, Zendesk, or AWS Connect Experience working with engineering and AI teams in an agile product development environment

Background in global or multi-product enterprise environments preferred

Skills & Competencies Product management: roadmap planning, requirements definition, prioritization, and stakeholder alignment

Customer experience strategy: designing AI and self-service journeys that are intuitive and effective

AI understanding: sufficient knowledge of how AI agents work to make informed UX decisions and flag experience risks

Data analysis: using support analytics, funnel data, and customer feedback to make evidence-based product decisions

Stakeholder communication: aligning engineering, AI, support, and leadership teams around shared product goals

Agile delivery: managing backlogs, sprints, and release cycles in partnership with engineering teams

Core Attributes Customer-obsessed and always asking 'what does the customer actually experience here?'Collaboratively wired, succeeds by bringing AI, knowledge, and support teams together, not working in isolation

Comfortable with data and uses it to challenge assumptions and validate product decisions

Pragmatic: able to balance ideal design with what can be built and shipped in a realistic timeframe

Strong written and verbal communicator who can represent customer and product perspectives to technical teams

Benefits

Career growth opportunities in a diverse and supportive work environment.

Competitive Salary Package Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
Hybrid Working Arrangement (2 days WFH)
HMO coverage with free dependent upon hire.

Free 24/7 access to our office gyms (Ortigas and Makati)
Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
Plus, additional benefits

About UsFrom the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people.…