USS Product Management Lead

Location: Kochi Other locations: Anywhere in Country Salary: Competitive Date: 26 May 2026 Job description Requisition ID: 1698473 At EY, were all in to shape your future with confidence. Well help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. Job Description Unified Support Services (USS) Product Management Lead (U642. USS Product Management Lead) At EY, youll 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 were 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, youll 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 EYs 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 AIready 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 Genesy