Manager AI

Position: Manager - Knowledge & AI
Location: Manila

About the Role The Manager, Knowledge & AI leads the Knowledge Engineering and AI & Agentforce teams within the Digital Support & AI organization. This role is accountable for defining and executing the strategy that underpins AI-driven customer support ensuring the knowledge base is structured for AI retrieval and that AI agents behave reliably, accurately, and efficiently. You will operate at the intersection of knowledge architecture, conversational AI, and support operations, building a world-class function from the ground up.

What You Will DoLead, hire, and develop the Knowledge Engineering and AI & Agentforce teams across all hiring phases

Set and own the knowledge and AI strategy, aligning with broader Digital Support & AI objectives

Define standards for knowledge structure, taxonomy, metadata, and AI-readiness of content

Oversee design and governance of AI agent behavior, including resolution vs. escalation logic

Partner with Platform & Automation, Digital Experience, and Intelligence & Analytics teams to align AI and knowledge outputs with system capabilities and customer needs

Drive AI adoption across support operations, measuring performance and continuously improving outcomes

Coordinate cross-functional initiatives involving product, engineering, and global support stakeholders

Report on team performance, AI deflection rates, knowledge health metrics, and roadmap progress to senior leadership

Champion a culture of experimentation, learning, and continuous improvement within the team

What We Are Looking For Required Experience & Qualifications7+ years of experience in knowledge management, AI/ML operations, or support technology leadership3+ years of people management experience leading technical or hybrid teams

Demonstrated success building or scaling AI-powered support capabilities in a global enterprise environment

Hands-on familiarity with conversational AI platforms (e.g., Agentforce, Dialogflow, or equivalent)

Experience with knowledge management systems and content governance in support contexts

Exposure to platforms such as Salesforce, Zendesk, or AWS Connect Skills & Competencies People leadership: hiring, coaching, performance management, and team development

Strategic planning and roadmap ownership for AI and knowledge programs

Understanding of AI/ML concepts including LLMs, RAG (retrieval-augmented generation), and prompt engineering

Knowledge systems thinking: taxonomy, information architecture, content lifecycle management

Strong cross-functional collaboration and executive stakeholder communication

Data-driven mindset with ability to define and track KPIs for AI and knowledge performance

Core Attributes Visionary yet execution-focused — able to set direction and get things done Comfortable navigating ambiguity in a fast-growing, build-from-scratch environment

Highly collaborative with a bias toward alignment over siloed decision-making

Accountable and transparent with leadership, peers, and team members

Passionate about AI-driven customer experience innovation

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. People like you!

Our people-first approach to Prop Tech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in…