Product Manager - ServiceTrade Inspections in Durham

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 Senior Product Manager - ServiceTrade Inspections who’s excited to make an impact. In this role, you will own the roadmap, execution, and stakeholder alignment for ServiceTrade's Inspections product—a high-visibility platform used by fire protection, HVAC, and facilities service companies to conduct compliance inspections in the field.

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: This role requires someone who can operate at multiple altitudes: setting strategic direction and communicating vision to executives and stakeholders, while also rolling up their sleeves to triage critical customer escalations, understand technical integration challenges, and drive cross-functional teams to resolution. You'll be the recognized product voice for Inspections across the organization—to Sales, Customer Experience, Support, Engineering, Design, Marketing, and Leadership. If you thrive in high-stakes, high-visibility environments where you're expected to own outcomes, this is your role.

Key Responsibilities and Activities:

• Strategic Roadmap & Vision: Define and own the Inspections product roadmap: prioritize features, enhancements, technical debt, and customer requests against business impact and strategic goals. Communicate the roadmap and product vision clearly and consistently to Sales, Account Management, Support, Implementation, Marketing, and executive stakeholders. Present roadmap updates in quarterly planning forums and leadership reviews—you are the product voice. Ensure the roadmap tells the full story: not just big-ticket initiatives, but also the incremental improvements and fixes that address customer pain day-to-day. Define quantified success metrics for every major feature launch; establish instrumentation to track adoption, usage, and business outcomes. Own the backlog health: ensure visibility into open work, priorities, and progress; proactively escalate risk and trade-offs.
• Customer Escalation & Crisis Ownership: Own resolution of critical customer escalations requiring triage, prioritization, and proactive closure. Engage directly with customers to understand their workflows, pain points, and requirements; translate customer feedback into product decisions. Drive cross-functional teams (Engineering, CX, Support, Implementation) to resolve escalations, not just track status.
• Cross-Functional Leadership & Stakeholder Management: Partner with Engineering to define requirements and prioritize technical work. Collaborate with Customer Experience and Support to ensure they have release notes, enablement documentation, and the tools they need to support customers. Work with Design to validate UX decisions, gather user feedback, and ensure product changes align with customer workflows. Align with Marketing on launch planning, positioning, and go-to-market messaging. Build credibility and trust across the organization as a reliable, strategic partner.
• Technical Integration & Product Operations: Understand integration architecture deeply enough to triage issues, diagnose failures, and guide engineering. Serve as the primary product interface with Joyfill (vendor): translate customer needs into feature requests, escalate bugs, manage release coordination. Own day-to-day operational health of the live product: understand current behavior, diagnose malfunctions, and ensure product reliability. Author detailed product requirements, user stories, and acceptance criteria that reduce engineering rework.

Knowledge and Skills:

Required:

• 5–7+ years of product management experience in B2B SaaS, with at least 2 years in a senior or lead PM role.
• Proven strategic leadership: You've owned and presented a product roadmap to executives and stakeholders; you've set direction, not just executed someone else's plan.
• Customer escalation experience: You've managed high-volume escalation backlogs, triaged critical issues under pressure, and driven cross-functional teams to resolution.
• Technical 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 break.
• Cross-functional influence: You've successfully partnered with Engineering, CX, Support, Design, and Marketing to ship complex products and keep stakeholders aligned.
• Crisis judgment: You know when to escalate and when to execute; you've managed production incidents and made high-stakes prioritization calls.
• Stakeholder communication: You've presented roadmaps to non-technical audiences (Sales, executives), written clear release notes, and kept teams aligned without micromanagement.
• Metrics & outcome rigor: You define success quantitatively, instrument features for tracking, and measure business impact—not just ship dates.

Preferred:

• Experience with SaaS products serving field service, compliance, or inspection workflows (fire protection, HVAC, facilities management, safety).
• Familiarity with vendor/partner integrations.
• Understanding 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 deeply.
• Experience managing forms platforms, document workflows, or compliance tools.
• Background managing or working alongside contractors or offshore teams.

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.

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.

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.