Product Management Lead

1 week ago

Pateros, Philippines Globe Telecom Full time

Overview

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description

Responsibilities
  • Manage Episode Experience Execution – Oversee the implementation of initiatives to improve customer interactions within the episode.
  • Monitor Customer Pain Points & Opportunities – Conduct ongoing analysis of customer feedback, operational performance, and journey friction points.
  • Collaborate with Frontline & Support Teams – Work with call centers, retail, digital, and other customer-facing teams to ensure consistent experience delivery.
  • Ensure Omni-Channel Consistency – Align experiences across digital, self-service, and assisted channels for a seamless customer journey.
  • Customer Journey Testing & Optimization – Participate in A/B testing, pilot programs, and real-time adjustments to enhance the episode experience.
  • Support Process Improvements & Automation – Identify opportunities to enhance efficiency through automation, AI, and self-service tools.
  • Track & Report Experience Metrics – Provide regular performance insights and impact analysis to the Episode Experience Lead.
  • KPIs: Cost to acquire/serve/operate, Adoption Rates, Net Promoter Scores / Customer Satisfaction Scores, Episode SLAs.
  • TOP 3-5 DELIVERABLES: Episode Performance & Pain Point Reports; Process & Journey Enhancements; Omni-Channel Experience Alignment; Experience Testing & Iteration Plans; Stakeholder Coordination & Implementation Support.
Qualifications & Hiring Requirements
  • Competencies: Customer Insight, Market Analysis, Business Acumen, Strategic Thinking, Project Management, Technical Familiarity.
  • Hiring Requirements: Business Background, Technical Background, Customer know-how.
  • Equal Opportunity Employer: Globe’s hiring process promotes equal opportunity to applicants, any form of discrimination is not tolerated throughout the entire employee lifecycle, including posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here.

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

About Globe

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers\' growing preference for multimedia platforms across multiple screens and devices.

We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s.

New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose: In everything we do, we treat people right to create a Globe of Good.

Vision: We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. Mission: We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.

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