Product Manager

About the role

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.

Responsibilities

• 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 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

Requirements

• 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 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 micromanaging
• Metrics & outcome rigor: You define success quantitatively, instrument features for tracking, and measure business impact—not just ship dates
• Knowledge of 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

• 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

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
• 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