Position Description:

We9re looking for a Senior Product Manager - ServiceTrade Inspections who9s excited to make an impact. In this role, you will own the roadmap, execution, and stakeholder alignment for ServiceTrade9s Inspections product-a high-visibility platform used by fire protection, HVAC, and facilities service companies to conduct compliance inspections in the field.

Key Responsibilities and Activities:

Strategic Roadmap & Vision

• 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

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

Technical Integration & Product Operations

• 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

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: You9ve owned and presented a product roadmap to executives and stakeholders; you9ve set direction, not just executed someone else9s plan
• Customer escalation experience: You9ve 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 don9t need to write code, but you need to know how the product works and where it can break.
• Cross-functional influence: You9ve 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; you9ve managed production incidents and made high-stakes prioritization calls
• Stakeholder communication: You9ve 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

Preferred

• 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

A few things you9ll 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. They9re 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?

We9re a growing business focused on building with intention and operating with purpose. You9ll 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 today9s lessons into tomorrow9s 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

Want to know more?

Go ahead and apply! Let9s get to know each other.

#LI-Remote
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, MD, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA)