Unified Support Services Product Leader

EY; Taguig; On-site; PHP 1,928,130 - 3,213,550; Full time

Job summary

EY’s Unified Support Services Product Management Lead role focuses on defining the vision for support experience tools, managing the backlog, and delivering value across Genesys, Qualtrics, ServiceNow ITSM, and more. The role requires deep customer insight, strategic product decisions, and the ability to lead cross‑functional teams.

The position leads end‑to‑end integration efforts, guides API and data‑flow design, and steers prioritization to maximize business impact.

Qualifications

• 10+ years of product management experience in IT service desk.
• Experience leading complex integrations across service desk, voice and AI platforms.
• Familiarity with Agile practices and new product development.
• Strong leadership and decision‑making abilities.
• Customer-centric mindset and value delivery focus.
• Ability to translate feedback into actionable product improvements.

Responsibilities

• Define and communicate product vision and strategy to stakeholders.
• Manage and prioritize the product backlog to maximize business value.
• Gather and refine product requirements with stakeholders.
• Own end‑to‑end integration strategy across USS tools and APIs.
• Lead cross‑platform integrations and API/data flow design.
• Drive agile ceremonies and monitor progress across development stages.
• Analyze feedback and metrics to refine future roadmap.

Skills

Product Owner experience

Leadership

Agile practices

Stakeholder management

Communication

Cross-functional collaboration

Data-driven decisions

ITIL knowledge

Tools

Genesys

Qualtrics

ServiceNow ITSM/VA

Microsoft Copilot

Nexthink

Job description

EY’s Unified Support Services Product Management Lead role focuses on defining the vision for support experience tools, managing the backlog, and delivering value across Genesys, Qualtrics, ServiceNow ITSM, and more. The role requires deep customer insight, strategic product decisions, and the ability to lead cross‑functional teams.

The position leads end‑to‑end integration efforts, guides API and data‑flow design, and steers prioritization to maximize business impact.