[Remote] Product Manager - ServiceTrade Inspection Forms

Note: The job is a remote job and is open to candidates in USA. ServiceTrade is a best-in-class field service management platform that helps commercial fire protection and mechanical service contractors build efficient and growing businesses. They are seeking a Product Manager - ServiceTrade Inspection Forms to own the product strategy, roadmap, and execution for the Forms platform, which is crucial for compliance inspections in the field.ResponsibilitiesDefine and communicate the Forms product roadmap to Sales, Account Management, Support, Implementation, and executive stakeholdersPrioritize feature development, enhancements, and technical debt against customer impact and business valueOwn the Forms backlog: triage, prioritize, and drive resolution of open customer escalationsConduct competitive analysis and customer discovery to inform product directionBuild, configure, and QA custom forms for customers using the digital form building platformDiagnose and troubleshoot form behavior issues (conditional logic, data mapping, PDF generation, submission failures)Understand the ServiceTrade ↔ Joyfill integration architecture deeply enough to triage technical issues and guide engineeringAuthor detailed product requirements, user stories, and acceptance criteria for engineeringServe as the primary product interface with our integration partner: translate customer needs into vendor feature requests, escalate bugs, manage release coordinationCommunicate release plans, roadmap changes, and escalation status proactively to internal teamsProvide release notes, enablement documentation, and training materials to Support and field teamsLead and coordinate external contractors supporting forms development, QA, and customer deliveryOwn and maintain the Forms JIRA backlog: ensure tickets are properly scoped, prioritized, and assignedManage contractor capacity, assign work, review deliverables, and ensure quality standards are metEstablish and enforce ticketing standards, workflow hygiene, and sprint planning processesServe as the primary point of contact for contractor questions, escalations, and performance feedbackProvide regular backlog health reporting and ensure visibility into open work, blockers, and progressEngage directly with customers to understand inspection workflows, compliance requirements, and pain pointsOwn resolution of critical customer escalations: drive cross-functional teams to closure, not just track statusRecognize when an issue is a true crisis and act decisively—escalate, re-prioritize, and communicate impactDefine post-launch success metrics and instrument features to track adoption and business outcomesSkills3–5 years of product and/or operations management experience in a technical or B2B SaaS environmentDeep familiarity with North American fire and life safety codes and standards, including NFPA, AES, ULC, Joint Commission and related compliance requirements. You understand what inspectors check, how reports are structured, and what compliance documentation must includeTechnical depth: You've built integrations, understand APIs/webhooks/data mapping, and can read JSON or debug a form configuration yourself. Bonus if you've worked with low-code/no-code platforms, form builders, or workflow automation toolsHands-on execution: You're comfortable building, QA-ing, and troubleshooting forms alongside customers and engineeringCustomer-facing experience: You've gathered requirements directly from customers, conducted discovery, and translated complex workflows into product specsStakeholder communication: You've presented roadmaps, written release notes, and kept cross-functional teams alignedCrisis judgment: You know when to drop everything and escalate, and when to hold the lineOutcome ownership: You measure whether features work, iterate based on data, and own the resultFormer contractor, technician, or office staff for a fire and life safety services business—you've lived the workflows our customers use and understand their pain points firsthandExperience with SaaS products serving field service, compliance, or inspection workflows in fire protection, HVAC, or facilities managementFamiliarity with Joyfill, JotForm, Typeform, or similar form/document platformsBackground in solutions engineering, technical account management, or implementation consulting before transitioning to product managementExperience managing vendor/partner integrations and navigating build vs. buy trade-offsUnderstanding of mobile app product management (iOS/Android SDKs, offline sync, mobile UX)BenefitsMedical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions Dental and Vision through UnumFlexible Spending Account and Dependant Care AccountCompany-paid Life insurance, STD and LTDVoluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance401(k) with up to 3% employer match and NO vesting periodFlexible PTO policy10 company holidaysParental LeavePaid Time Off for VolunteeringEmployee Reimbursement Program to use for well-being, technology and/or professional developmentCompany OverviewServiceTrade offers mobile and web apps for maintenance businesses to deliver more service calls and connect with their customers. It was founded in 2012, and is headquartered in Durham, North Carolina, USA, with a workforce of 201-500 employees. Its website is http://servicetrade.com.