Digital Support Product Manager

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 Do 

• Own 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 AI 
• Partner 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 & Qualifications 

• 5+ 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 Us

From 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 PropTech 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 employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.  

At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. 

Amazing growth requires amazing employees. Are you up to the challenge?   

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!   

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. 

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!