[Remote] Product Manager - ServiceTrade Inspections

Note: The job is a remote job and is open to candidates in USA. ServiceTrade is a leading field service management platform focused on enhancing technician productivity for commercial contractors. They are looking for a Senior Product Manager for their Inspections product, responsible for owning the product roadmap, managing stakeholder communication, and resolving customer escalations.ResponsibilitiesDefine and own the Inspections product roadmap: prioritize features, enhancements, technical debt, and customer requests against business impact and strategic goalsCommunicate the roadmap and product vision clearly and consistently to Sales, Account Management, Support, Implementation, Marketing, and executive stakeholdersPresent roadmap updates in quarterly planning forums and leadership reviews—you are the product voiceEnsure the roadmap tells the full story: not just big-ticket initiatives, but also the incremental improvements and fixes that address customer pain day-to-dayDefine quantified success metrics for every major feature launch; establish instrumentation to track adoption, usage, and business outcomesOwn the backlog health: ensure visibility into open work, priorities, and progress; proactively escalate risk and trade-offsOwn resolution of critical customer escalations requiring triage, prioritization, and proactive closureEngage directly with customers to understand their workflows, pain points, and requirements; translate customer feedback into product decisionsDrive cross-functional teams (Engineering, CX, Support, Implementation) to resolve escalations, not just track statusPartner with Engineering to define requirements and prioritize technical workCollaborate with Customer Experience and Support to ensure they have release notes, enablement documentation, and the tools they need to support customersWork with Design to validate UX decisions, gather user feedback, and ensure product changes align with customer workflowsAlign with Marketing on launch planning, positioning, and go-to-market messagingBuild credibility and trust across the organization as a reliable, strategic partnerUnderstand integration architecture deeply enough to triage issues, diagnose failures, and guide engineeringServe as the primary product interface with Joyfill (vendor): translate customer needs into feature requests, escalate bugs, manage release coordinationOwn day-to-day operational health of the live product: understand current behavior, diagnose malfunctions, and ensure product reliabilityAuthor detailed product requirements, user stories, and acceptance criteria that reduce engineering reworkSkills5–7+ years of product management experience in B2B SaaS, with at least 2 years in a senior or lead PM roleProven strategic leadership: You've owned and presented a product roadmap to executives and stakeholders; you've set direction, not just executed someone else's planCustomer escalation experience: You've managed high-volume escalation backlogs, triaged critical issues under pressure, and driven cross-functional teams to resolutionTechnical 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 breakCross-functional influence: You've successfully partnered with Engineering, CX, Support, Design, and Marketing to ship complex products and keep stakeholders alignedCrisis judgment: You know when to escalate and when to execute; you've managed production incidents and made high-stakes prioritization callsStakeholder communication: You've presented roadmaps to non-technical audiences (Sales, executives), written clear release notes, and kept teams aligned without micromanagementMetrics & outcome rigor: You define success quantitatively, instrument features for tracking, and measure business impact—not just ship datesExperience with SaaS products serving field service, compliance, or inspection workflows (fire protection, HVAC, facilities management, safety)Familiarity with vendor/partner integrationsUnderstanding of mobile app product management (iOS/Android SDKs, offline sync, mobile UX)Knowledge of fire and life safety codes and standards (NFPA, AES, ULC, Joint Commission, IFC) or willingness to learn the domain deeplyExperience managing forms platforms, document workflows, or compliance toolsBackground managing or working alongside contractors or offshore teamsBenefitsMedical 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.