Product Manager - ServiceTrade Inspection Forms in Durham

Position Description:

At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth.

We’re looking for a Product Manager - ServiceTrade Inspection Forms who’s excited to make an impact. In this role, you will own the product strategy, roadmap, and execution for ServiceTrade's Forms platform—a critical component of our Inspections product used by fire protection, HVAC, and facilities service companies to conduct compliance inspections in the field.

This is a high-impact, high-visibility role. You'll manage the integration with our forms vendor, own resolution of customer escalations, define and communicate the Forms roadmap to internal stakeholders, and work directly with customers to understand their workflows and translate them into product requirements. You'll also need to roll up your sleeves: building forms, QA-ing templates, and diagnosing technical issues alongside engineering.

This role is not for a pure strategist. You need to be comfortable operating at both 30,000 feet (roadmap, stakeholder alignment, vendor strategy) and in the weeds (building a form, debugging conditional logic, understanding JSON schemas). You must also deeply understand fire and life safety compliance workflows, inspection requirements, and industry standards—this is not a role where you can learn the domain on the job.

Why ServiceTrade:

You’ll belong here from the start.

We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You’ll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves.

On the Product Management team, you'll have the opportunity to own products that impact real businesses, work closely with customers and engineering, and grow as a product leader in an environment that trusts you to make decisions and rewards initiative.

About You:

You're a technical product manager who thrives on complexity and owns outcomes end to end. You've worked in or around fire and life safety — you understand the stakes, and that context shapes how you build. You're as comfortable in a customer conversation as you are in a technical deep-dive with engineering, and you move fluidly between strategy and execution without losing momentum. You communicate proactively, hold yourself to a high bar, and when something is a crisis, you already know it before anyone has to tell you.

Key Responsibilities and Activities:

Product Strategy & Roadmap

• Define and communicate the Forms product roadmap to Sales, Account Management, Support, Implementation, and executive stakeholders
• Prioritize feature development, enhancements, and technical debt against customer impact and business value
• Own the Forms backlog: triage, prioritize, and drive resolution of open customer escalations
• Conduct competitive analysis and customer discovery to inform product direction

Hands-On Execution

• Build, configure, and QA custom forms for customers using the digital form building platform
• Diagnose 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 engineering
• Author detailed product requirements, user stories, and acceptance criteria for engineering

Stakeholder & Vendor Management

• Serve as the primary product interface with our integration partner: translate customer needs into vendor feature requests, escalate bugs, manage release coordination
• Communicate release plans, roadmap changes, and escalation status proactively to internal teams
• Provide release notes, enablement documentation, and training materials to Support and field teams

Team Leadership & Workflow Management

• Lead and coordinate external contractors supporting forms development, QA, and customer delivery
• Own and maintain the Forms JIRA backlog: ensure tickets are properly scoped, prioritized, and assigned
• Manage contractor capacity, assign work, review deliverables, and ensure quality standards are met
• Establish and enforce ticketing standards, workflow hygiene, and sprint planning processes
• Serve as the primary point of contact for contractor questions, escalations, and performance feedback
• Provide regular backlog health reporting and ensure visibility into open work, blockers, and progress

Customer & Escalation Ownership

• Engage directly with customers to understand inspection workflows, compliance requirements, and pain points
• Own resolution of critical customer escalations: drive cross-functional teams to closure, not just track status
• Recognize when an issue is a true crisis and act decisively—escalate, re-prioritize, and communicate impact
• Define post-launch success metrics and instrument features to track adoption and business outcomes

Knowledge and Skills:

Required:

• 3–5 years of product and/or operations management experience in a technical or B2B SaaS environment
• Deep 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 include.
• Technical 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 tools.
• Hands-on execution: You're comfortable building, QA-ing, and troubleshooting forms alongside customers and engineering.
• Customer-facing experience: You've gathered requirements directly from customers, conducted discovery, and translated complex workflows into product specs.
• Stakeholder communication: You've presented roadmaps, written release notes, and kept cross-functional teams aligned.
• Crisis judgment: You know when to drop everything and escalate, and when to hold the line.
• Outcome ownership: You measure whether features work, iterate based on data, and own the result.

Preferred:

• Former 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 firsthand.
• Experience with SaaS products serving field service, compliance, or inspection workflows in fire protection, HVAC, or facilities management.
• Familiarity with Joyfill, JotForm, Typeform, or similar form/document platforms.
• Background in solutions engineering, technical account management, or implementation consulting before transitioning to product management.
• Experience managing vendor/partner integrations and navigating build vs. buy trade-offs.
• Understanding of mobile app product management (iOS/Android SDKs, offline sync, mobile UX).

A few things you’ll want to know:

What does ServiceTrade do?

ServiceTrade is a best-in-class field service management platform that helps commercial fire protection and mechanical service contractors build efficient and growing businesses. With more than a decade of innovation and 1500 customers, ServiceTrade streamlines operations from the field to the office, boosts technician productivity, and enhances the end-customer experience.

Ok, so why should I care about that?

Our customers do essential work — often behind the scenes — and our software helps them do it better. They’re smart, hardworking people, and we take pride in helping them grow their businesses, earn more revenue, employ more skilled workers, and deliver greater value to their own customers. When you work at ServiceTrade, your impact extends beyond our walls, supporting communities and markets you might never have thought about — and making work that truly matters every day.

What kind of working environment do you have?

We’re a growing business focused on building with intention and operating with purpose. You’ll have meaningful responsibility and the trust to do your best work from the start. We encourage calculated risks and bold experimentation, while providing opportunities to learn, grow, and turn today’s lessons into tomorrow’s breakthroughs—all in service of big ambitions and real customer impact.

Learn more about our culture and values on our About Us page.

What kind of benefits do you offer?

• Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions Dental and Vision through Unum
• Flexible Spending Account and Dependant Care Account
• Company-paid Life insurance, STD and LTD
• Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave
• Paid Time Off for Volunteering
• Employee Reimbursement Program to use for well-being, technology and/or professional development

Want to know more?

Go ahead and apply! Let’s get to know each other.

#LI-(Remote, Hybrid, Onsite) - SELECT ONE

ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.

(AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, MD, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA)

EEO Statement:
ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Please Be Aware of Recruiting Scams

To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate websiteservicetrade.com, through corporate emails utilizing our domain name of @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.