Senior Product Manager, Service Provider Experience

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 on 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 rebuilding 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 make a tangible difference, we would love to meet you.  

About the Role 

The Senior Product Manager, Service Provider Experience owns the digital experience for the partners who install, maintain, and repair our equipment. Their work is technical, time-sensitive, and often performed in the field, and the products you build will help them complete jobs with clarity, accuracy, and efficiency. 

In this role, you’ll focus on understanding how service work actually happens, from preparation and diagnostics to execution, documentation, and follow-up—and where friction or disconnects slow providers down. You’ll guide your team in designing experiences that improve access to the right information, simplify critical tasks, and support better decisions in real-world conditions. 

This role is ideal for someone who enjoys working close to the field, untangling complex operational workflows, and building tools that make essential service work more effective, reliable, and scalable. 

Responsibilities 

Product Ownership & Strategy 

• Own the vision, outcomes, and roadmap for the Service Provider Experience 

• Define the most important provider and business problems to solve, with success metrics tied to efficiency, accuracy, and quality of service execution 

• Balance near-term workflow improvements with longer-term opportunities to strengthen insight, consistency, and enablement across service work 

Discovery & Delivery 

• Lead discovery through field observation, user research, data analysis, and experimentation 

• Translate insight into clear priorities, roadmaps, and product requirements 

• Partner closely with design and engineering to deliver solutions that are valuable, usable, feasible, and aligned to strategy 

• Use performance data and provider feedback to guide iteration and continuous improvement 

Field Experience & Enablement 

• Build deep understanding of how service providers prepare for, perform, and close out service 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 and environments 

• Explore opportunities to apply data, automation, or intelligent assistance to support better decisions and reduce rework 

Collaboration & Influence 

• Partner closely with service operations, engineering, analytics, and adjacent product teams on goals, dependencies, and measures of success 

• 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 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 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 - Adapts to new information; embraces iteration and continuous improvement. 

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