Unified Support Services Product Management Lead

About the role

EY's Unified Support Services (USS) Product Management Lead is a pivotal role within the Unified Support Services team, acting as the key liaison between the business, customers and the development team. The person defines the vision for support experience tools and products, manages the product backlog and ensures the team delivers value. The position reports to the Support Experience Platform lead of Unified Support Services and is located in Taguig.

Key responsibilities

• Define and communicate the product vision and strategy to all stakeholders.
• Manage and prioritize the product backlog so the team works on tasks that maximize business value and meet user needs.
• Gather and refine product requirements with stakeholders and act as the main contact for the development team.
• Assess value, develop cases and prioritize stories, epics and themes in line with product strategy.
• Take part in Agile ceremonies such as sprint planning, reviews and retrospectives, and monitor progress with timely feedback.
• Own the end-to-end integration strategy across Unified Support Services tools including Genesys, Qualtrics, ServiceNow ITSM/VA, Microsoft Copilot, Nexthink and other service desk tools, ensuring seamless data flow and experience continuity.
• Act as product owner for cross-platform integrations, defining functional and non-functional requirements for APIs, event-based triggers, data sync and orchestration layers.
• Analyze customer feedback and usage metrics to inform product refinements.
• Partner with architecture, engineering and vendor teams on scalable, secure and resilient integrations.
• Drive federated knowledge integration across ServiceNow Knowledge, OEM sources, internal runbooks and device insights, and define AI-ready knowledge standards for virtual agents and copilot experiences.
• Integrate Qualtrics experience data with service desk platforms for real-time CSAT/DSAT capture, sentiment analysis and closed-loop feedback.
• Lead the Genesys integration roadmap with ITSM and digital channels so escalations between chatbot, live chat and voice retain context.

Required profile

• 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.
• Deep understanding of customer needs, strong leadership skills and the ability to make strategic product decisions.