Product Support Manager

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)
• CBAP® - Certified Business Analysis Professional
• Certified SAFe® Lean Portfolio Manager;
• Certified SAFe® Architect;
• Certified SAFe® Agile Software Engineer;
• Certified SAFe® Product Owner / Product Manager;
• Certified SAFe® Agilist;
• Certified SAFe® Advanced Scrum Master;
• Certified SAFe® Scrum Master;
• Certified SAFe® DevOps Practitioner;
• Certified SAFe® Practitioner
• Microsoft Certified Solutions Expert (MCSE)
• Professional Scrum Product Owner™(PSCPO) – SCRUM.
• Org and Project Management Professional (PMP);
• CBAP® - Certified Business Analysis Professional
• Program Management Professional (PgMP)
• Certified Scrum Product Owner (CSPO)
• Professional Scrum Developer™ (PSD)
• Certified Scrum Developer (CSD)
• QAI Global Institute Certification
• Open Group Certified Architect (Open CA)
• Open Group Certified IT Specialist (Open CITS)
• IASA’s Certified IT Architect (CITA) (Level F or A)
• AWS Certified Solutions Architect
• Microsoft Azure
• Microsoft MCSD Certification
• MCSD: Web Applications
• MCSD: SharePoint
• MCSD: Application Lifecycle Management Solutions Developer
• Certified Secure Software Lifecycle Professional (CSSLP) -(ISC)2
• Oracle Certified Professional
• Java: Java EE Enterprise Architect 5+
• Java SE 5+ Programmer
• Java EE 5+ Web Component Developer
• ISTQB (International Software Testing Qualifications Board)
• UX or UX Master Certification
• Alteryx Designer- Advanced Certification
• Certified Information Systems Security Professional (CISSP)
• Certified Ssecure Software Lifecycle Professional (CSSLP)
• ASQ - American Society for Quality – Software Quality Engineer
• SEI - Software Engineering Institute Certification
• Lifecycle Management and Advanced Functional Testing Certifications (HP)
• Project Management; Professional (PMP)
• Six Sigma (Green or Black Belt)
• ITIL Certification
• Other: Vendor certification for management of implementations (Oracle, SAP, Thomson Reuters, etc.) or relevant industry certification such as Microsoft Certified Solutions Developer (MCSD), AWS (Amazon Web Services), GCP (Google Cloud Platform)

Preferable:

• Advanced degree
• Global Incentives taxation experience
• Prior Big 4 or other professional services experience
• Strong ability to work in a team environment
• Ability to manage multiple projects and priorities and fast-paced environment

For individuals assigned and/or hired to work in New York state, Deloitte is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to New York State and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $111,090 to $235,170.

You may also be eligible to participate in a sales incentive program, whereby you may be eligible to receive certain incentive compensation amounts based on achievement of certain sales goals set forth each year, subject to the terms and conditions of any applicable program document.

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html