AI Product Manager
- Hiring from
- Philippines
- Work type
- Hybrid
- Posted
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About The Job
The AI Product Manager – SAGE owns SAGE (Speech Analytics & General Evaluation), Home Credit Philippines’ in-house AI platform that turns customer call recordings into transcripts, quality scores, agent coaching feedback and business insights, together with QWA (QA Web App), the web application through which agents, QA analysts and supervisors use SAGE results. The role is accountable for the full product: the roadmap and delivery of SAGE and QWA, the accuracy of the AI evaluations, the reliability of the Databricks pipelines behind them, and the adoption of SAGE insights across Collections, Telesales (TLS) and Operations. The ideal candidate will grow SAGE from per-agent quality assessment and coaching (SAGE 1.0) into department-level business intelligence (SAGE 2.0, which uses Databricks Genie so managers can ask questions about calls in plain English), making sure the product is accurate, trusted by the business, compliant, and delivers measurable value.
What You Will Do
Product Strategy & Roadmap
At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.
We’re all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.
When it comes to hiring, everyone gets a fair look. It doesn’t matter where you’re from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.
Come join us at Home Credit, where diversity fuels our innovation.
Here, there are #NoSmallRoles and #EveryoneisImportant.
The AI Product Manager – SAGE owns SAGE (Speech Analytics & General Evaluation), Home Credit Philippines’ in-house AI platform that turns customer call recordings into transcripts, quality scores, agent coaching feedback and business insights, together with QWA (QA Web App), the web application through which agents, QA analysts and supervisors use SAGE results. The role is accountable for the full product: the roadmap and delivery of SAGE and QWA, the accuracy of the AI evaluations, the reliability of the Databricks pipelines behind them, and the adoption of SAGE insights across Collections, Telesales (TLS) and Operations. The ideal candidate will grow SAGE from per-agent quality assessment and coaching (SAGE 1.0) into department-level business intelligence (SAGE 2.0, which uses Databricks Genie so managers can ask questions about calls in plain English), making sure the product is accurate, trusted by the business, compliant, and delivers measurable value.
What You Will Do
Product Strategy & Roadmap
- Define and own one product vision and roadmap for SAGE 1.0 (agent QA and coaching), SAGE 2.0 (business intelligence on Databricks Genie) and the QWA web app, treating them as one connected product.
- Own end-to-end delivery of SAGE and QWA releases, from requirements to production, working with the AI engineering team, the internal IT application team that builds and maintains QWA (RIT2), the data engineering team that builds the data pipelines (RIT1 / Big Data) and the AI Scrum Team (the AI department’s agile delivery team)
- Set and own accuracy targets for every SAGE module, measured against human QA validation captured in QWA.
- Direct the AI Product Specialist’s prompt engineering and evaluation work: error analysis, prompt and criteria changes, regression testing before release, and version control of prompts and scoring criteria.
- Understand and oversee the SAGE pipeline on Microsoft Azure and Databricks: speech-to-text transcription running on GPU servers in AKS (Azure Kubernetes Service), scheduled Databricks Jobs and DLT (Delta Live Tables) data pipelines, the GPT-4o-mini language model accessed through Azure OpenAI, a topic taxonomy (the master list of call topics) stored in Databricks Vector Search, Genie spaces, and data exchange with BAPPH and QWA
- Turn management questions into insights from call transcripts; oversee one-off (ad hoc) analyses delivered by the AI Product Specialist through temporary Databricks data pipelines and Genie, and convert recurring requests into standard product features.
- Lead and coach the AI Product Specialist – SAGE: set priorities, review work quality, and build skills in prompt engineering, evaluation and analytics.
- At least 8 years of experience in product management, data, analytics or AI roles, including at least 2 years owning an AI, NLP, speech analytics or data product in production.
- Experience managing delivery of a business web application with IT and business teams
- Strong understanding of large language models (LLMs) and natural language processing (NLP): prompt engineering, evaluation methods (accuracy, precision, recall, test sets) and risks such as hallucination (AI making up facts) and bias.
- Working knowledge of Databricks (Jobs/Workflows, Delta tables, Delta Live Tables, Unity Catalog for data access control, Genie / AI/BI) and strong SQL to analyze data independently.
- Familiarity with Microsoft Azure services (Azure OpenAI, Azure Data Factory, Azure Data Lake Storage, Azure Kubernetes Service); able to read Python.
- Understanding of speech-to-text and contact-centre data (call recordings, call metadata, QA forms and scorecards).
- Hybrid Work Set Up
- Permanent dayshift schedule
- Up to 20% variable performance-based bonus
- HMO on Day 1 and HMO dependents coverage including same-sex partners
- Access to mental health and wellness partners
- Wellness Leaves and Birthday Leave
- Internal career mobility options
- Local and international learning opportunities
At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.
We’re all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.
When it comes to hiring, everyone gets a fair look. It doesn’t matter where you’re from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.
Come join us at Home Credit, where diversity fuels our innovation.
Here, there are #NoSmallRoles and #EveryoneisImportant.