Unified Support Services Product Management Lead

Job description

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. Job Description Unified Support Services (USS) Product Management Lead (U642. USS Product Management Lead) At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. Location: India Rank: Assistant Director Reports to: Support Experience Platform lead of Unified Support Services (USS) EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. Fueled by a US$1.5+B investment in technology and innovation, EY is primed to guide clients in their efforts to drive sustainable growth, create new value, and build new and better ways of working. As part of Enterprise Technology, you’ll be at the forefront of integrating technology into what we do at EY. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact. The opportunity EY’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government like entities. The Product Management lead is a pivotal role within Unified support services teams, serving as the key liaison between the business, customers, and the development team. This individual is responsible for defining the vision for the support experience tools & products, managing the product backlog, and ensuring that the team delivers value to the business. The ideal candidate will have a deep understanding of customer needs, strong leadership skills, and the ability to make strategic product decisions. The Product Owner is essential for driving the development of products that meet and exceed customer expectations. This role requires a unique blend of business and technical acumen, a strategic mindset, and the ability to lead and inspire teams. Your key responsibilities • Define and communicate the product vision and strategy to all stakeholders. • Manage and prioritize the product backlog, ensuring that the team is working on tasks that maximize business value and meet user needs. • Collaborate with stakeholders to gather and refine product requirements. • Serve as the primary point of contact for the development team, providing clarity and guidance on backlog items. • Ensure that the development team understands items in the product backlog to the level needed for implementation. • Assess value, develop cases, and prioritize stories, epics, and themes to ensure work focuses on those with maximum value aligned with product strategy. • Participate in Agile ceremonies, including sprint planning, reviews, and retrospectives. • Monitor product progress at each stage of the development process, and provide timely feedback. • Own the end-to-end integration strategy across Unified Support Services tools including Genesys (Voice & Digital Channels), Qualtrics (Experience Measurement), ServiceNow ITSM/VA, Microsoft Copilot, Nexthink, and other Service Desk ecosystem tools, ensuring seamless data flow and experience continuity. • Act as the product owner for cross-platform integrations, defining functional and non-functional requirements for APIs, event-based triggers, data sync, and orchestration layers across support tools • Analyze customer feedback and usage metrics to inform product refinements and future development. • Partner with architecture, engineering, and vendor teams to ensure scalable, secure, and resilient integrations aligned to enterprise standards and future roadmap needs • Drive federated knowledge integration across ServiceNow Knowledge, OEM knowledge sources (e.g., Microsoft, Dell, OEM portals), internal runbooks, and contextual device insights to ensure single-pane-of-glass knowledge access for agents and AI copilots • Define and enforce AI‑ready knowledge standards (structured content, metadata, decision trees, resolution steps, confidence scoring) to enable effective consumption by Virtual Agents, Copilot experiences, and agent assist tools • Own integration of Qualtrics experience data with Service Desk platforms to enable real-time CSAT/DSAT capture, sentiment analysis, and closed-loop feedback mechanisms • Lead Genesys integration roadmap with ITSM and digital channels to ensure frictionless escalation between chatbot, live chat, and voice without loss of context or repetition for end users Skills and attributes for success To qualify for the role you must have • Proven experience as a Product Owner or similar role in product management. • Proven experience leading complex integrations across Service Desk, Voice, Experience Management, and AI platforms, with strong understanding of knowledge orchestration and omnichannel support ecosystems • Familiarity with Agile practices, Lean thinking, and new product development methodologies. • Strong leadership and decision-making skills. • Own the product roadmap and ensure aligns to business requirements • Excellent communication and stakeholder management abilities. • Ability to work closely with cross-functional teams to deliver high-quality products within tight deadlines. • A customer-centric mindset with a focus on delivering value. • Promotes operational excellence by challenging current practices and providing feedback on opportunities to improve within own area of responsibility (e.g., cost savings, resource optimization) • Work closely with engineering & design teams to ensure the product features & functionalities aligns to the requirements • Adapts to the style and cultural differences of others to enhance relationships • Strong understanding of the Critical Success Factors (CSF) and KPIs aligned to Vendor SLA & SM process’s to effectively analyze the process, review related procedures and standards in input/output of data. • Strong analytical abilities to effectively compare data elements against these control metrics using standards such as ITIL and other guidelines as part of Vendor Management • Solid interpersonal skills to engage in cross business/team discussions within a matrixed, geographically dispersed organization and to formulate, as required, credible ideas or insightfully challenge proposed options Ideally, you’ll also have Product Management lead should effectively guide the product development process, ensuring that the team delivers valuable and relevant product features that meet both customer needs and business objectives. • Confidence and ability to make decisions quickly and effectively, often under pressure. • A focus on customer needs and the ability to translate customer feedback into actionable insights for product development. • Capability to see the bigger picture and understand how data-driven insights fit into the overall product strategy. • Ability to empathize with users, stakeholders, and team members to understand their perspectives and needs. • Skill in negotiating priorities and scope with stakeholders and the development team. • Ability to analyse data, understand trends, and draw meaningful conclusions that can influence product strategy. • Aptitude for identifying problems and generating creative solutions that align with business objectives • Willingness to work with cross-functional teams and build relationships with stakeholders from different areas of the business. What we look for • Overall 10+years of product management experience in IT service desk industry • Proficient in support experience tools such as Genesys, Qualtrics or equivalent • Willingness to work in 24/7 What we offer As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer: • Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next. • Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way. • Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs. • Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs. Please apply to this role only through the ‘Apply’ link (not through the local office). Your application will then be routed to the appropriate recruiting team. The exceptional EY experience. It’s yours to build. EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today. EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.