Senior Product Manager - ServiceTrade Inspections

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. Role Senior Product Manager – ServiceTrade Inspections. Own the roadmap, execution, and stakeholder alignment for ServiceTrade's Inspections product, a high‑visibility platform used by fire protection, HVAC, and facilities service companies to conduct compliance inspections in the field. 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. About You 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. Recognized product voice for Inspections across the organization. Key Responsibilities and Activities 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. Ensure the roadmap tells the full story: big‑ticket initiatives and incremental improvements. Define quantified success metrics for every major feature launch and establish instrumentation to track adoption, usage, and business outcomes. Own the backlog health, ensuring visibility into open work, priorities, and progress; proactively elevate risk and trade‑offs. Own resolution of critical customer escalations requiring triage, prioritization, and proactive closure. Engage directly with customers to understand workflows, pain points, and requirements; translate feedback into product decisions. Drive cross‑functional teams (Engineering, CX, Support, Implementation) to resolve escalations. Partner with Engineering to define requirements and prioritize technical work. Collaborate with Customer Experience and Support to provide release notes, enablement documentation, and tools needed to support customers. Work with Design to validate UX decisions and gather user feedback. 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 to triage issues, diagnose failures, and guide engineering. Serve as the primary product interface with Joyfill (vendor): translate needs into feature requests, manage release coordination. Own day‑to‑day operational health of the live product, diagnose malfunctions and ensure reliability. Author detailed product requirements, user stories, and acceptance criteria that reduce engineering rework. Knowledge and Skills Required 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: owned and presented a product roadmap to executives and stakeholders. Customer escalation experience: managed high‑volume escalation backlogs, triaged critical issues under pressure, and driven cross‑functional resolution. Technical depth: understand integrations, APIs, data flows, and can diagnose technical issues alongside engineering. Cross‑functional influence: partnered with Engineering, CX, Support, Design, and Marketing to ship complex products and align stakeholders. Crisis judgment: know when to elevate and when to execute; managed production incidents. Stakeholder communication: presented roadmaps to non‑technical audiences, wrote clear release notes, and kept teams aligned. Metrics and outcome rigor: defined success quantitatively, instrumented features, and measured business impact. Preferred Experience with SaaS products serving field service, compliance, or inspection workflows. 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 or willingness to learn the domain. Experience managing forms platforms, document workflows, or compliance tools. Background managing or working alongside contractors or offshore teams. 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 1,500 customers, ServiceTrade streamlines operations from the field to the office, boosts technician productivity, and enhances the end‑customer experience. Benefits 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 for well‑being, technology and/or professional development. 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, 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. 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, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA. To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate website servicetrade.com, through corporate emails using our domain name @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. ServiceTrade does not use text messaging or public messaging platforms such as Telegram or Whatsapp to make initial contact with candidates and will never ask for financial information or payment of any kind. #J-18808-Ljbffr ServiceTrade