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, cutting-edge AI solutions, 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 and pioneering the next generation of intelligent, resilient systems. 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 and strategy. This isn't just about resolving issues; it's about proactively anticipating customer needs, leveraging AI agents to transform how we deliver value, shaping product development based on real-world feedback, and fostering a culture of continuous improvement and operational excellence.

Work You'll Do

As a Deloitte 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 experience. 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.
• Design and deliver Agentic AI solutions that automate complex workflows, enhance user experiences, and drive intelligent decision-making across our product ecosystem.
• Lead the development of AI agents that proactively monitor system health, predict potential issues, and autonomously execute remediation actions to maintain service reliability.
• 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.
• Conduct comprehensive root cause analysis on production incidents, system failures, and performance degradations to identify underlying issues and prevent recurrence.
• Act as lead point of contact during US hours for customer support
• Champion application resilience by architecting and implementing solutions that enhance system reliability, fault tolerance, and graceful degradation under adverse conditions.
• Identify system and process gaps across the application 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.
• Leverage observability tools and telemetry data to diagnose complex technical issues, establish patterns, and develop data-driven solutions that improve system stability.
• 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 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.
• Bachelor's degree in Management Information Systems, business technology, or related field
• 5+ years of experience in risk evaluation and control
• Demonstrated knowledge of AWS mainly EC2, Lambda, Glue, EMR, Cloud watch, Redshift, Aurora
• Experience with AI/ML frameworks, LLMs, and building autonomous agentic systems or intelligent automation solutions
• Demonstrated expertise in incident management, root cause analysis methodologies, and implementing resilience patterns
• Experience delivering complex SSRS reports
• Proven Knowledge of XML and JSON
• Ability to travel up to 20%, on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available
• 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
• AWS Certified Solutions Architect
• Certified Information Systems Security Professional (CISSP)
• Certified SAFe® Agile Software Engineer
• Certified SAFe® DevOps Practitioner
• ISTQB (International Software Testing Qualifications Board)
• Microsoft Azure
• Microsoft Certified Solutions Developer (MCSD)
• Oracle Certified Professional

Preferable:

• Prior transformation or modernization experience, leading a team as a technical lead.
• Skilled at translating business requirements into robust, maintainable technical solutions as part of high-performing, cross-functional teams.
• Strong written and verbal communication skills, evidenced by experience collaborating across technical and non-technical teams.
• Excellent interpersonal and organizational skills, with the ability to handle diverse situations, complex projects, and changing priorities, behaving with passion, empathy, and care.
• Global Incentives taxation experience.
• Strong ability to work in a team environment
• Ability to manage multiple projects and priorities in a fast-paced environment

The wage range for this role 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. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. 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 discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.