Product Manager – ServiceTrade Inspections

This is a fully remote position, open to applicants in Alabama, +26 more states.

📋 Description

• Define and manage the Inspections product roadmap: prioritize features, enhancements, technical debt, and customer requests based on business impact and strategic objectives.

• Clearly and consistently communicate the roadmap and product vision to Sales, Account Management, Support, Implementation, Marketing, and executive stakeholders.

• Present updates on the roadmap during quarterly planning meetings and leadership reviews—act as the voice of the product.

• Ensure the roadmap encompasses the entire narrative: not only major initiatives but also the incremental improvements and fixes that address daily customer challenges.

• Establish quantified success metrics for each major feature launch; implement tracking mechanisms for adoption, usage, and business outcomes.

• Maintain the health of the backlog: ensure visibility into ongoing work, priorities, and progress; proactively raise concerns regarding risks and trade-offs.

• Manage the resolution of critical customer escalations that require triage, prioritization, and proactive closure.

• Engage directly with customers to gain insights into their workflows, pain points, and requirements; translate customer feedback into product decisions.

• Lead cross-functional teams (Engineering, CX, Support, Implementation) to resolve escalations rather than merely tracking status.

• Collaborate with Engineering to define requirements and prioritize technical tasks.

• Work with Customer Experience and Support to ensure they have release notes, enablement documentation, and necessary tools for customer support.

• Collaborate with Design to validate UX decisions, gather user feedback, and ensure product changes align with customer workflows.

• Coordinate with Marketing on launch planning, positioning, and go-to-market messaging.

• Build credibility and trust across the organization as a dependable, strategic partner.

• Possess a deep understanding of integration architecture to effectively triage issues, diagnose failures, and guide engineering.

• Serve as the primary product liaison with Joyfill (vendor): convert customer needs into feature requests, escalate bugs, and manage release coordination.

• Oversee the daily operational health of the live product: comprehend current behavior, diagnose malfunctions, and ensure product reliability.

• Author comprehensive product requirements, user stories, and acceptance criteria that minimize engineering rework.

⛳️ Requirements

• 5–7+ years of product management experience in B2B SaaS, with a minimum of 2 years in a senior or lead PM position.

• Demonstrated strategic leadership: you've developed and presented a product roadmap to executives and stakeholders, setting direction rather than merely executing someone else's plan.

• Experience in managing customer escalations: you've handled high-volume escalation backlogs, triaged critical issues under pressure, and led cross-functional teams to resolution.

• Technical proficiency: you understand integrations, APIs, data flows, and can diagnose technical issues alongside engineering. While coding skills are not necessary, a solid understanding of product functionality and potential failure points is required.

• Cross-functional influence: you've effectively collaborated with Engineering, CX, Support, Design, and Marketing to deliver complex products and align stakeholders.

• Crisis management skills: you recognize when to escalate issues and when to execute; you've managed production incidents and made high-stakes prioritization decisions.

• Effective stakeholder communication: you've presented roadmaps to non-technical audiences (Sales, executives), crafted clear release notes, and maintained team alignment without micromanagement.

• Metrics and outcome-oriented mindset: you define success quantitatively, instrument features for tracking, and assess business impact—not just shipment dates.

🏝️ Benefits

• Medical coverage through Cigna, with PPO and HDHP options, including a Health Savings Account with company contributions.

• Dental and Vision insurance through Unum.

• Flexible Spending Account and Dependent Care Account options.

• Company-paid Life Insurance, Short-Term Disability (STD), and Long-Term Disability (LTD).

• Optional benefits including Supplemental Life Insurance, Critical Illness, Accident, and Pet Insurance.

• 401(k) plan with up to a 3% employer match and no vesting period.

• Flexible Paid Time Off (PTO) policy.

• 10 company holidays.

• Parental Leave.

• Paid Time Off for Volunteering.

• Employee Reimbursement Program for well-being, technology, and/or professional development expenses.