Product Manager - Quality Development Lead (Remote)

About the Role

We are looking for a Product Manager - Quality Development Lead (Remote) to drive the next stage of evolution of our Quality function. This role is focused on building a structured quality framework that spans the entire customer journey, strengthening the metrics architecture, and ensuring that insights consistently lead to tangible improvements in both operations and product.

Today, the Quality Development function is centered around audit execution and evaluation control. To move forward, we need a product-oriented leader who will own the strategic roadmap, design a comprehensive metrics system, and align cross-functional teams around shared quality goals. Your mission is to transform Quality from a predominantly audit-based process into a scalable, insight-driven system that systematically enhances operational performance and product experience, while preserving stability and reliability.

What You'll Do

• Design and implement a structured quality system across the full customer journey: prevent → proactive → self-service → online support → back-office.
• Define evaluation criteria for each stage and align them with business and operations.
• Run calibration sessions to ensure consistent standards.
• Continuously evolve the framework as products and channels grow.
• Define and implement quality assessment tools: manual review, AI scoring, CSAT/NPS/CES, self-service and back-office analytics.
• Build monitoring for key metrics such as repeat contacts, escalations, long chats, bot fallback rate, FAQ conversion, and SLA.
• Own rollout and performance tracking of all quality tools.
• Establish a clear definition of high-quality resolution focused on customer outcomes.

Requirements

• Proven experience building or transforming a QA/QD function within Customer Service.
• Strong systems thinking with the ability to see and manage the entire customer journey, not just individual interactions.
• Hands-on experience with service quality metrics such as CSAT, NPS, CES, FCR, and quality score, and the ability to connect them to business outcomes.
• Experience designing evaluation criteria and running calibration sessions.
• Strong communication skills with the ability to translate insights into clear actions for different audiences, from agents to business leads.
• Experience working with analytics and monitoring tools.

Nice to Have

• Experience implementing AI-driven quality tools, including automated scoring and contact classification.
• Understanding of self-service systems, including FAQs and chatbots, as well as proactive communication strategies.
• Experience in multi-channel and multi-product service environments.
• Knowledge of root cause analysis methodologies.

What We Offer

• Passionate international team spanning the globe.
• Rapid professional growth. Merit (and merit only) rules the day.
• Reward for performance and long-term success of Salmon.
• Fast track to grow internationally.
• New office in Manila, Philippines.
• Relocation support for eligible candidates.
• Medical insurance, health and wellness benefits.
• Program of events and activities both online and in person.