Senior Product Manager, Service Enablement & Operations

Digital products play a central role in how we create value for customers, support the teams who serve them, and shape the consumer experience. Our product organization brings together small, empowered teams that move with clarity, speed, and purpose, enabling digital to be a meaningful source of advantage across our operating unit.

Our work touches the experiences that keep the business running, including customer journeys, service delivery, sales workflows, and the systems that connect them. We are raising our standards for product craft and evolving the platforms behind these experiences. Product Managers play a central role in this evolution, helping teams discover the right problems, deliver meaningful solutions, and continuously improve the experiences that power our business.

If you are energized by solving real customer problems, working closely with cross-functional partners, and shaping products that deliver measurable impact, we would love to meet you.

About the Role

The Senior Product Manager, Service Enablement & Operations helps shape the future of how service work gets done across our operating unit.

You will operate in complex, evolving problem spaces where customer needs, operational workflows, technology, and data intersect. Rather than inheriting a predefined roadmap, you'll partner with your cross-functional team to identify meaningful problems, uncover opportunities through research and discovery, and translate insights into products and experiences that create measurable value.

You'll develop a deep understanding of the customers, operators, technicians, service providers, and internal teams who rely on our products every day. Through observation, research, data, and experimentation, you'll help your team build conviction around where to invest and how to improve the effectiveness, reliability, and scalability of our service ecosystem.

Success in this role requires strong product judgment, a customer/user-first mindset, and the ability to create clarity in ambiguous environments. You'll partner closely with engineering, design, analytics, and business partners to define strategy, align on outcomes, and deliver solutions that make a meaningful impact.

You'll be part of a small, empowered product team with the autonomy to discover customer and service provider needs, test ideas, make informed trade-offs, and continuously improve outcomes through learning and iteration.

For clarity, this is a Director-level role (Career Framework - C)

Responsibilities

Product Ownership & Strategy

• Own the vision, outcomes, and roadmap for a portfolio of products and experiences within the Service Enablement & Operations domain.

• Partner with your team to identify and define the most important customer and business problems to solve.

• Use customer and user insights, operational data, and business strategy to continuously evaluate opportunities and prioritize investments.

• Define success through measurable outcomes and clear product metrics.

• Balance near-term improvements with longer-term opportunities that drive sustainable value.

Discovery & Delivery

• Lead discovery through customer research, field observation, data analysis, experimentation, and rapid learning cycles.

• Develop a deep understanding of users, their goals, workflows, and pain points.

• Translate insights into product strategy, priorities, and outcomes.

• Partner closely with engineering, design, and analytics to deliver solutions that are valuable, usable, feasible, and viable.

• Use data and user feedback to continuously evaluate and improve product performance.

• Thrive in ambiguity by framing opportunities, testing assumptions, and guiding teams toward evidence-based decisions.

Field Experience & Enablement

• Build deep empathy for the people who rely on our products, including customers, operators, service providers, technicians, and support teams.

• Understand end-to-end workflows and identify opportunities to reduce friction, improve efficiency, and create better experiences.

• Explore opportunities to leverage data, automation, AI, and emerging technologies to improve decision-making and outcomes.

• Ensure solutions create value for users while supporting broader business objectives.

Collaboration & Influence

• Partner closely with business stakeholders, engineering, design, analytics, and adjacent product teams to align around outcomes and priorities.

• Build alignment across a diverse set of stakeholders without relying on formal authority.

• Communicate priorities, trade-offs, and decisions with clarity and conviction

• Contribute to a culture of learning, accountability, and continuous improvement within the product organization

Key Qualifications

• 5+ years in product management or related fields (engineering, design, data, research)

• Education: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 technical and non-technical audiences

• Ability to balance multiple priorities and make thoughtful trade-offs in complex environments

Preferred Qualifications

• Experience building products in operationally complex environments such as field service, logistics, supply chain, customer support, workforce enablement, or enterprise 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 who work in varied environments and rely on 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, uses data to focus the team, and applies experimentation to validate decisions.

• Influence & Communication - Brings clarity to ambiguity and guides alignment across teams.

• Execution Excellence - Balances long-term direction with near-term delivery; ensures quality, speed, and reliability.

• Learning Mindset - Embraces curiosity, adapts quickly, and continuously seeks better ways of working.

• Collaborative Leadership - Builds strong partnerships with engineering, design, data, and operations; fosters inclusive teamwork.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.