E179 | Relevance is the New Job Security | Jack Madrid

A résumé can look inevitable in hindsight, but the human story is usually messier and far more useful. I sit down with Jack Madrid, whose career spans Citibank, Ayala, MTV Philippines, Yahoo, Multiply, and now IBPAP, the organization that represents the Philippines’ IT-BPM industry. We talk about what actually travels across industries when your job title changes, and why relationship management is not only about clients; it is also about learning to manage up, sideways and down inside real organizational hierarchies.

Jack shares the moment that rewired his confidence: an eighth-grade debate where he was terrified to speak, then heard his own voice and realized he belonged. From there we explore a practical idea for anyone who stays quiet in meetings: the wasted opportunity of an unexpressed opinion. We also dig into the mindset behind a non-linear career, including trusting instinct, learning from mistakes without living in regret, and staying open to lessons from any conversation. His rule is simple and challenging: if you have to choose between engaging with a person or looking at your phone, choose the person.

We also go straight at the anxiety of our time: AI and the future of BPO and knowledge work. Jack argues the bigger risk is not artificial intelligence itself but complacency, and he explains what “moving up the value chain” means for frontline workers in practical terms. We close with an underrated leadership lever that costs nothing and changes everything: kindness.

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