Manager Knowledge & AI

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 cant 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; its a connected community of people who truly feel they belong. Whether were investing in employee resource groups or providing tailored resources for each person to reach their full potential were 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 thats our goal every day. Because thats what industry leaders do. Whether youre 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 dont hesitate to apply. Wed 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!