Product Support Manager - Global Employer Services Technology Center

Product Support Manager – Global Employer Services Technology Center

Are you a passionate Product Manager with a proven track record of delivering exceptional product support? Do you thrive in a fast-paced environment where innovation and customer satisfaction are paramount? If so, we have an exciting opportunity for you!

At Deloitte we're not just building products; we're building relationships. We believe that exceptional product support is the cornerstone of a successful product lifecycle, and we're looking for a driven individual to lead our product support strategy. This isn't just about resolving issues; it's about proactively anticipating customer needs, shaping product development based on real-world feedback, and fostering a culture of continuous improvement.

Work You’ll Do

As our Product Manager, you'll be at the forefront of shaping the future of our product, directly influencing its trajectory based on the insights gleaned from our customers. You'll work closely with Technology and the Business to ensure seamless product delivery and exceptional customer experiences. This is your chance to lead, innovate, and truly make a difference in the world of product support:

• Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition.
• Lead cross-functional product teams and engineering teams to execute the product vision - Foster collaboration and ensure projects are completed on time, within budget, and with measurable value to the business.
• Identify system and process gaps across the organization and advocate for advanced technological solutions that drive ROI and operational efficiency.
• Strong knowledge of SaaS platforms, APIs, and integrations, with experience working in agile development environments.
• Experience working on API integrations with vendor systems.
• Ability to work closely with engineers, understanding trade-offs in scalability, performance, and architecture.
• Understands the technologies, architecture design and contribute to technical discussions, decisions and strategy related to a product.
• Strong communicator who can translate technical complexity into clear, compelling narratives for stakeholders.
• Ability to troubleshoot technical issues raised by clients or the business, and work with various teams to resolve errors that are impacting client delivery.
• Ensure adherence to processes and standards, including appropriate sign off and documentation for SOC2 certification.

The Team

At Deloitte Tax LLP, our Global Employer Services professionals help multinational clients develop programs, processes, and digital offerings to manage a global workforce and the compliance obligations arising from global mobility, business travel and remote working. People within our technology group come from a diverse background – they partner with our go-to-market teams and global clients to solve challenging problems and design experiences and products that anticipate what our Deloitte clients will want and also solutions that keep them compliant with global and local regulations.

Qualifications

Required:

• Ability to perform job responsibilities within a hybrid work model that requires US Tax professionals to co-locate in person 2 – 3 days per week
• 5+ years of experience in B2B product management with risk evaluation and control
• Bachelor’s degree in MIS, business technology, or related field
• Demonstrated knowledge of XML, JSON and AWS mainly EC2, Lambda, Glue, EMR, Cloud watch, Redshift, Aurora
• Proven experience delivering complex SSRS reports
• People management experience
• Ability to travel up to 10%, on average, based on the work you do and the clients and industries/sectors you serve
• One of the following active accreditations obtained:
• Licensed CPA in state of practice/primary office if eligible to sit for the CPA
• If not CPA eligible, one of the other designations:
• Licensed Attorney (or foreign equivalent)
• Enrolled Agent
• Project Management (PMP)
• Other Technical Certifications:
• Microsoft Certified Solutions Developer (MCSD)