Product Manager

Position Description: At ServiceTrade, you'll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We're on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth. We're looking for a Product Manager - ServiceTrade Core Web Experience who's excited to make an impact. In this role, you will own the roadmap, execution, and stakeholder alignment for ServiceTrade's core web application—the platform dispatchers, service managers, and back-office teams at fire protection, HVAC, and facilities service companies rely on every day to schedule work, manage customers, and run their business. Why ServiceTrade: We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You'll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves. On the Product Management team, you'll have the opportunity to own products that impact real businesses, work closely with customers and engineering, and grow as a product leader in an environment that trusts you to make decisions and rewards initiative. About You: This role requires someone who can operate at multiple altitudes: setting strategic direction and communicating vision to executives and stakeholders, while also rolling up their sleeves to triage critical customer escalations, understand technical integration challenges, and drive cross-functional teams to resolution. You'll be the recognized product voice for the Core web experience across the organization—to Sales, Customer Experience, Support, Engineering, Design, Marketing, and Leadership. If you thrive in high-stakes, high-visibility environments where you're expected to own outcomes, this is your role. Key Responsibilities and Activities Strategic Roadmap & Vision Define and own the Core web experience 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 elevate risk and trade-offs Customer Escalation & Crisis Ownership 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 Cross-Functional Leadership & Stakeholder Management 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 Knowledge and Skills Required 3+ years of product management experience in B2B SaaS 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 escape 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 Project management software like Jira, Wrangle, Monday, etc AI tools such as Claude in order to prototype and iterate quickly, generate PRD’s research, etc. Preferred Experience with SaaS products serving field service businesses (any trade or vertical) Familiarity with scheduling, dispatch, or work order management workflows Familiarity with vendor/partner integrations Understanding of mobile app product management (iOS/Android SDKs, offline sync, mobile UX), particularly how core web workflows connect to a companion mobile experience Background managing or working alongside contractors or offshore teams A few things you’ll want to know What does ServiceTrade do? ServiceTrade is a best-in-class field service management platform that helps commercial fire protection and mechanical service contractors build efficient and growing businesses. With more than a decade of innovation and 1500 customers, ServiceTrade streamlines operations from the field to the office, boosts technician productivity, and enhances the end-customer experience. Ok, so why should I care about that? Our customers do essential work — often behind the scenes — and our software helps them do it better. They’re smart, hardworking people, and we take pride in helping them grow their businesses, earn more revenue, employ more skilled workers, and deliver greater value to their own customers. When you work at ServiceTrade, your impact extends beyond our walls, supporting communities and markets you might never have thought about — and making work that truly matters every day. What kind of working environment do you have? We’re a growing business focused on building with intention and operating with purpose. You’ll have meaningful responsibility and the trust to do your best work from the start. We encourage calculated risks and bold experimentation, while providing opportunities to learn, grow, and turn today’s lessons into tomorrow’s breakthroughs—all in service of big ambitions and real customer impact. Learn more about our culture and values on our About Us page. What kind of benefits do you offer? Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions Dental and Vision through Unum Flexible Spending Account and Dependant Care Account Company-paid Life insurance, STD and LTD Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance 401(k) with up to 3% employer match and NO vesting period Flexible PTO policy 10 company holidays Parental Leave Paid Time Off for Volunteering Employee Reimbursement Program to use for well-being, technology and/or professional development ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered. (AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, LA, MD, ME, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA) EEO Statement: ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. #J-18808-Ljbffr