Product Manager - ServiceTrade Inspections

ServiceTrade is a leading field service management platform focused on enhancing technician productivity for commercial contractors. They are looking for a Senior Product Manager for their Inspections product, responsible for owning the product roadmap, managing stakeholder communication, and resolving customer escalations.

Responsibilities:

• Define and own the Inspections product roadmap: prioritize features, enhancements, technical debt, and customer requests against business impact and strategic goals
• Communicate the roadmap and product vision clearly and consistently to Sales, Account Management, Support, Implementation, Marketing, and executive stakeholders
• Present roadmap updates in quarterly planning forums and leadership reviews—you are the product voice
• Ensure the roadmap tells the full story: not just big-ticket initiatives, but also the incremental improvements and fixes that address customer pain day-to-day
• Define quantified success metrics for every major feature launch; establish instrumentation to track adoption, usage, and business outcomes
• Own the backlog health: ensure visibility into open work, priorities, and progress; proactively escalate risk and trade-offs
• Own resolution of critical customer escalations requiring triage, prioritization, and proactive closure
• Engage directly with customers to understand their workflows, pain points, and requirements; translate customer feedback into product decisions
• Drive cross-functional teams (Engineering, CX, Support, Implementation) to resolve escalations, not just track status
• Partner with Engineering to define requirements and prioritize technical work
• Collaborate with Customer Experience and Support to ensure they have release notes, enablement documentation, and the tools they need to support customers
• Work with Design to validate UX decisions, gather user feedback, and ensure product changes align with customer workflows
• Align with Marketing on launch planning, positioning, and go-to-market messaging
• Build credibility and trust across the organization as a reliable, strategic partner
• Understand integration architecture deeply enough to triage issues, diagnose failures, and guide engineering
• Serve as the primary product interface with Joyfill (vendor): translate customer needs into feature requests, escalate bugs, manage release coordination
• Own day-to-day operational health of the live product: understand current behavior, diagnose malfunctions, and ensure product reliability
• Author detailed product requirements, user stories, and acceptance criteria that reduce engineering rework

Requirements:

• 5–7+ years of product management experience in B2B SaaS, with at least 2 years in a senior or lead PM role
• Proven strategic leadership: You've owned and presented a product roadmap to executives and stakeholders; you've set direction, not just executed someone else's plan
• Customer escalation experience: You've managed high-volume escalation backlogs, triaged critical issues under pressure, and driven cross-functional teams to resolution
• Technical depth: You understand integrations, APIs, data flows, and can diagnose technical issues alongside engineering. You don't need to write code, but you need to know how the product works and where it can break
• Cross-functional influence: You've successfully partnered with Engineering, CX, Support, Design, and Marketing to ship complex products and keep stakeholders aligned
• Crisis judgment: You know when to escalate and when to execute; you've managed production incidents and made high-stakes prioritization calls
• Stakeholder communication: You've presented roadmaps to non-technical audiences (Sales, executives), written clear release notes, and kept teams aligned without micromanagement
• Metrics & outcome rigor: You define success quantitatively, instrument features for tracking, and measure business impact—not just ship dates
• Experience with SaaS products serving field service, compliance, or inspection workflows (fire protection, HVAC, facilities management, safety)
• Familiarity with vendor/partner integrations
• Understanding of mobile app product management (iOS/Android SDKs, offline sync, mobile UX)
• Knowledge of fire and life safety codes and standards (NFPA, AES, ULC, Joint Commission, IFC) or willingness to learn the domain deeply
• Experience managing forms platforms, document workflows, or compliance tools
• Background managing or working alongside contractors or offshore teams