About the Role
The Manager, Knowledge & AI leads the Knowledge Engineering and AI & Agentforce teams within the Digital Support & AI organization. This role is accountable for defining and executing the strategy that underpins AI-driven customer support ensuring the knowledge base is structured for AI retrieval and that AI agents behave reliably, accurately, and efficiently. You will operate at the intersection of knowledge architecture, conversational AI, and support operations, building a world-class function from the ground up.
What You Will Do
- Lead, hire, and develop the Knowledge Engineering and AI & Agentforce teams across all hiring phases
- Set and own the knowledge and AI strategy, aligning with broader Digital Support & AI objectives
- Define standards for knowledge structure, taxonomy, metadata, and AI-readiness of content
- Oversee design and governance of AI agent behavior, including resolution vs. escalation logic
- Partner with Platform & Automation, Digital Experience, and Intelligence & Analytics teams to align AI and knowledge outputs with system capabilities and customer needs
- Drive AI adoption across support operations, measuring performance and continuously improving outcomes
- Coordinate cross-functional initiatives involving product, engineering, and global support stakeholders
- Report on team performance, AI deflection rates, knowledge health metrics, and roadmap progress to senior leadership
- Champion a culture of experimentation, learning, and continuous improvement within the team
What We Are Looking For
Required Experience & Qualifications
- 7+ years of experience in knowledge management, AI/ML operations, or support technology leadership
- 3+ years of people management experience leading technical or hybrid teams
- Demonstrated success building or scaling AI-powered support capabilities in a global enterprise environment
- Hands-on familiarity with conversational AI platforms (e.g., Agentforce, Dialogflow, or equivalent)
- Experience with knowledge management systems and content governance in support contexts
- Exposure to platforms such as Salesforce, Zendesk, or AWS Connect
Skills & Competencies
- People leadership: hiring, coaching, performance management, and team development
- Strategic planning and roadmap ownership for AI and knowledge programs
- Understanding of AI/ML concepts including LLMs, RAG (retrieval-augmented generation), and prompt engineering
- Knowledge systems thinking: taxonomy, information architecture, content lifecycle management
- Strong cross-functional collaboration and executive stakeholder communication
- Data-driven mindset with ability to define and track KPIs for AI and knowledge performance
Core Attributes
- Visionary yet execution-focused — able to set direction and get things done
- Comfortable navigating ambiguity in a fast-growing, build-from-scratch environment
- Highly collaborative with a bias toward alignment over siloed decision-making
- Accountable and transparent with leadership, peers, and team members
- Passionate about AI-driven customer experience innovation
Benefits
- Career growth opportunities in a diverse and supportive work environment.
- Competitive Salary Package
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Hybrid Working Arrangement (2 days WFH)
- HMO coverage with free dependent upon hire.
- Free 24/7 access to our office gyms (Ortigas and Makati)
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Plus, additional benefits
About Us
From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!
Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.
We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.
At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.
Amazing growth requires amazing employees. Are you up to the challenge?
We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!
MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.
We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!
