Senior Product Manager, Service Provider Experience

Position Overview

Digital products play a central role in creating value for customers and supporting empowered teams. Our product organization drives innovations that shape customer journeys and service delivery. The Senior Product Manager, Service Provider Experience owns the digital experience for partners who install, maintain, and repair our equipment. In this role you will focus on understanding real-world service work—from preparation and diagnostics to execution and follow-up—and guide your team in designing solutions that improve efficiency, accuracy, and quality.

Key Responsibilities

• Product Ownership & Strategy
  • Own the vision, outcomes, and roadmap for the Service Provider Experience
  • Define the key provider and business problems with success metrics tied to efficiency, accuracy, and quality of service execution
  • Balance near-term workflow improvements with longer-term opportunities to strengthen insights and consistency
• Discovery & Delivery
  • Lead discovery through field observation, user research, data analysis, and experimentation
  • Translate insights into clear priorities, roadmaps, and product requirements
  • Partner with design and engineering to deliver solutions that are valuable, usable, and feasible
  • Use performance data and provider feedback to drive iteration and continuous improvement
• Field Experience & Enablement
  • Develop a deep understanding of how service providers prepare for, perform, and close out work
  • Improve access to timely, relevant information and guidance at key moments in the field
  • Design workflows that support accurate execution while remaining flexible across different job types
  • Explore opportunities to leverage data, automation, or intelligent assistance to reduce rework
• Collaboration & Influence
  • Partner with service operations, engineering, analytics, and adjacent product teams on shared goals and dependencies
  • Communicate priorities, trade-offs, and decisions with clarity and conviction
  • Foster a culture of learning, accountability, and continuous improvement within the product organization

Required Qualifications

• 5+ years in product management or related fields (engineering, design, data, research)
• Bachelor’s degree or equivalent practical experience
• Demonstrated success shaping and shipping digital products that meet user needs and deliver business impact
• Proficiency in modern discovery and delivery practices
• Strong analytical thinking with comfort using data and experimentation in decision-making
• Clear, compelling communication across both technical and non-technical audiences
• Ability to balance multiple priorities and make thoughtful trade-offs in complex environments

Preferred Qualifications

• Experience with products that support equipment servicing, maintenance, or field operations
• Familiarity with workflows such as installation, repair, diagnostics, preventive maintenance, or parts management
• Exposure to tools used by distributed technicians or contractors (e.g., work order management, routing, documentation, or compliance systems)
• Understanding of how technical service teams coordinate with internal operations and customer-facing teams
• Comfort designing for users working in varied environments with mobile or on-the-go tools

Skills

• Product Thinking: Connects user needs, business context, and technology into clear direction.
• Customer Insight: Builds deep understanding of behaviors and workflows; translates insight into opportunities.
• Analytical Judgment: Defines success metrics and uses data and experimentation to guide decisions.
• Influence & Communication: Brings clarity to ambiguity and aligns teams through effective communication.
• Execution Excellence: Balances long-term strategy with near-term delivery ensuring quality and speed.
• Learning Mindset: Adapts to new information and embraces iteration for continuous improvement.
• Collaborative Leadership: Builds strong partnerships with cross-functional teams and fosters inclusive teamwork.
• Other Skills: Influencing; Microsoft Azure; Business Processes; Software Development; Waterfall Model; Agile Methodology; Microsoft Office; Risk Mitigation Strategies; Application Development; Strategic IT; Software Development Life Cycle (SDLC); Change Management; Process Improvement Plans; Vendor Management; Negotiation; Business Value Creation