Unified Support PM Lead: Integrations & Customer Experience

Jobtailor; Philippines; On-site; PHP 2,400,000 - 4,000,000; Full time

Job summary

Jobtailor is seeking an experienced Product Manager to define the product vision for IT service desk integrations and to lead cross-tool synchronization across Genesys, Qualtrics, ServiceNow, and other platforms.

You will own backlog priority, collaborate with stakeholders, and guide the team through agile ceremonies while ensuring value delivery and seamless data flow across ecosystems.

Qualifications

• Overall 10+ years of product management experience in IT service desk industry.
• Proficient in integration of enterprise tools and APIs.
• Strong stakeholder collaboration and agile mindset.

Responsibilities

• Define and communicate the product vision and strategy to all stakeholders.
• Manage and prioritize the product backlog to maximize business value and user needs.
• Collaborate with stakeholders to gather and refine product requirements.
• Serve as the primary contact for the development team, providing backlog guidance.
• Own end-to-end integration strategy across Unified Support Services tools (Genesys, Qualtrics, ServiceNow ITSM/VA, Microsoft Copilot, Nexthink).
• Act as product owner for cross-platform integrations, defining APIs, data sync, and orchestration layers.
• Drive knowledge integration across knowledge bases and runbooks for agents and AI copilots.
• Lead integration roadmap to ensure seamless escalation between chatbot, live chat, and voice.

Job description

Jobtailor is seeking an experienced Product Manager to define the product vision for IT service desk integrations and to lead cross-tool synchronization across Genesys, Qualtrics, ServiceNow, and other platforms.

You will own backlog priority, collaborate with stakeholders, and guide the team through agile ceremonies while ensuring value delivery and seamless data flow across ecosystems.