Job Description

Unified Support Services (USS) Product Management Lead(U642. USS Product Management Lead)

Location: India

Rank: Assistant Director

Reports to: Support Experience Platform lead of Unified Support Services (USS)

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 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 processs to effectively analyze the process, review related procedures and standards in input/output of data.
- Solid 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

📌 USS Product Management Lead (Kochi)
🏢 EY
📍 Kochi