Product Assurance Manager

Globe Telecom, Inc.; Hinoba-an; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Globe Telecom, Inc. seeks an experienced Product Assurance lead to own assurance scope and acceptance criteria for assigned product lines.

You will validate product experience via failure scenario reviews, analyze findings, and escalate risks with actionable recommendations to protect quality and customer experience. The role emphasizes automation-driven testing, coverage across product behavior, provisioning, charging, and customer journeys, and collaboration with product, technology, and

Qualifications

• 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.

Responsibilities

• Define Product Assurance scope and acceptance criteria by specifying product constructs, customer journeys, experience expectations, and priority failure scenarios.
• Define and maintain comprehensive assurance coverage across product behavior, entitlement, provisioning, charging, and customer experience.
• Conduct Failure Scenario Handling and Experience Reviews for critical programs and platforms.
• Define and maintain continuous assurance coverage coordinating with the Test Squad and automated testing.

Skills

Product Assurance

Analytical Thinking

Stakeholder Communication

Tools

Automation Testing

Assurance Tools

Job description

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 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.

DUTIES AND RESPONSIBILITIES

• 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), leveraging 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

• Experience 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 is preferred
• Knowledge / Skills 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
• Preferred/Advantage Experience in automation testing, assurance tools, or analytics platform
• Experience in telecom, digital products, or customer-facing platforms

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. 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. 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.