Product Assurance Manager

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

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.