Product Assurance Manager

Globe Telecom, Inc.; Cebu City; On-site; PHP 1,500,000 - 2,000,000; Full time

Job summary

Globe Telecom, Inc. is seeking a Product Assurance expert with over 7 years of experience to manage product-level assurance for various product lines. The ideal candidate will own the assurance scope, analyze findings, and support quality enhancements.

You’ll define and maintain assurance coverage while collaborating with cross-functional teams to ensure product experience excellence and validate customer journeys and expectations.

Join us in promoting equal opportunity throughout our hiring process without discrimination.

Qualifications

• 7+ years of experience in Product Assurance, Testing, or related functions.
• Experience validating digital or customer‑facing products.
• Understanding of product lifecycle and customer journeys.
• Strong stakeholder management and communication skills.

Responsibilities

• Own product-level assurance for assigned product lines.
• Define Product Assurance scope and maintain assurance coverage.
• Analyze assurance findings and operational signals.
• Support development of internal assurance capability.

Skills

Customer & Product Experience Orientation

Product Quality & Assurance Management

Analytical Thinking & Insight Generation

Failure Scenario & Risk Assessment

Stakeholder Communication & Influence

Cross‑Functional Collaboration

Job description

DUTIES AND RESPONSIBILITIES

• Own product-level assurance for assigned product lines by defining assurance scope and acceptance criteria, validating product experience through continuous assurance testing and failure scenario reviews, analyzing assurance findings, and escalating risks and recommendations to support product quality and customer experience.
• Define Product Assurance scope and acceptance criteria by specifying product constructs, customer journeys, experience expectations, and priority failure scenarios for assigned product lines.
• Define and maintain comprehensive assurance coverage across product behavior, entitlement, provisioning, charging, and customer experience, covering happy paths, edge cases, and negative scenarios.
• Conduct Failure Scenario Handling and Experience Reviews for critical programs and platforms to validate error handling, customer messaging, operational visibility, and handling of negative scenarios that may impact product experience.
• Define and maintain continuous assurance coverage by working with the Test Squad to ensure automated testing reflects approved product constructs, customer journeys, and experience expectations, while progressively strengthening in‑house capability to define, manage, and sustain assurance automation.
• Analyze assurance findings and operational signals (test results, MORs, VoC, known issues) using technical understanding, expert judgment and AI‑enabled analysis to identify potential defects, recurring issues, experience gaps, and emerging product risks.
• Support development of internal assurance capability by contributing to automation definition, test scenario design, and adoption of analytics or AI‑enabled approaches that strengthen assurance effectiveness and long‑term sustainability.
• Escalate high‑severity findings and urgent experience risks promptly to Product Owners and Operations, providing assurance inputs and recommendations to support prioritization and corrective action.
• Maintain visibility of assurance findings and agreed action status by validating results through assurance checks and reporting insights, risks and recommendations through dashboards and governance forums.

TOP DELIVERABLES

• Product Assurance Scope & Acceptance Criteria
• Failure Scenario Review Findings & Recommendations
• Continuous Assurance Coverage & Validation Results
• Automation Definition & Assurance Capability Development
• Assurance Insights, Risks & Improvement Recommendations
• KPIs: Completion and approval of Product Assurance scope and acceptance criteria for assigned product lines, covering priority journeys, experience expectations and failure scenarios; establishment and maintenance of continuous assurance validation for prioritized products and customer journeys aligned with approved assurance scope; timely completion of Failure Scenario Handling and Experience Reviews for critical programs and identified product risks; timely reporting of assurance findings, risks and improvement recommendations through agreed dashboards and governance forums; identification and escalation of product issues and experience risks ahead of customer complaint or ticket escalation trends.

COMPETENCIES

• Customer & Product Experience Orientation
• Product Quality & Assurance Management
• Analytical Thinking & Insight Generation
• Failure Scenario & Risk Assessment
• Stakeholder Communication & Influence
• Cross‑Functional Collaboration

HIRING REQUIREMENTS

• 7+ years of experience in Product Assurance, Testing, Quality Assurance, Product Management, Technology, Delivery, Operations or related functions.
• Experience supporting or validating digital, telco or customer‑facing products and services.
• Experience working across Product, Technology and Operations teams.
• Experience in automation testing, technical solution environments or assurance tooling (preferred).
• Understanding of product lifecycle, customer journeys and product experience quality concepts.
• Familiarity with testing, automation or assurance practices including negative scenarios and edge cases.
• Technical appreciation of platform behavior, integrations and failure scenarios.
• Ability to analyze findings and communicate actionable recommendations.
• Strong stakeholder management and communication skills.
• Exposure to analytics, AI‑enabled tools or data‑driven assurance approaches is an advantage.
• Experience in telecom, digital products or customer‑facing platforms.

EEO AND EQUALITY STATEMENTS

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 the hiring process such as in posting vacancies, selecting and interviewing applicants.