Service Product Manager

2 Hours ago • 15 Years +

Job Summary

Job Description

The Service Product Manager will lead the development and continuous improvement of service offerings and the services catalog. This role involves defining service strategy and vision, including analyzing industry trends and competitor offerings. Key responsibilities include designing and developing new services, defining service requirements and KPIs, and ensuring seamless execution with service delivery teams. The role also focuses on customer needs, gathering feedback, and building relationships. Furthermore, the role requires developing go-to-market strategies, monitoring service performance, and tracking key metrics. The manager will collaborate with internal teams and communicate updates to stakeholders.

Must have:

15+ years of product management experience, focusing on services.
Proven track record of successfully launching service products.
Experience in customer-facing roles, understanding customer needs.
Strong analytical and problem-solving skills.

Good to have:

Experience in the telecom or IT industry.
Familiarity with service design and end-to-end delivery.
Understanding of customer success and experience management.
Experience in a fast-paced environment to drive business.

7 skills required

7 skills required for this role

Add these skills to join the top 1% applicants for this job

communication

agile-development

scalability

customer-centric

forecasting-budgeting

cross-functional

team-management

Job Details

Description

Position at Ookla

Ookla ® is a global leader in connectivity intelligence, offering unparalleled network insights
through the combined expertise of Speedtest ® , Downdetector ® , RootMetrics ® , and Ekahau ® .
Ookla’s complementary datasets combine crowdsourced and controlled, public and private
collection methods, QoS and QoE metrics, and more to unlock correlations and actionable
insights — helping organizations optimize networks, enhance digital experiences, and create
better connected experiences for end-users.

Our team is a group of people brought together through passion and inspired by possibility. We
are looking for team members who love solving problems, are motivated by challenges, and
enjoy turning clever ideas into exceptional products. When you work for us, you are using Ookla
data and insights to advance our mission of better connectivity for all.

ROLE SUMMARY
We are seeking a dynamic and results-driven Services Product Manager to lead the
development and continuous improvement of our service offerings and services catalog. As a
key member of our product team, you will work cross-functionally with marketing, sales,
engineering, and customer delivery teams to define and deliver customer-centric services that
drive business growth and customer satisfaction. You will be responsible for the entire lifecycle
of the service offerings, from ideation through to launch and ongoing enhancements.

Key Responsibilities:

Service Strategy & Vision:
● Define the vision, strategy, and roadmap for our service-based products in
alignment with company goals.
● Analyze industry trends, competitor offerings, and emerging technologies to
ensure services stay competitive and innovative.

Service Design & Development:
● Work closely with cross-functional teams to design and develop new services, as
well as improve existing ones.

● Define service requirements, specifications, and KPIs to ensure clear objectives
are set for development and performance tracking.
● Collaborate with service delivery teams to ensure seamless execution and
scalability of service offerings.

Customer Focus:
● Maintain a deep understanding of customer needs and pain points, ensuring
services deliver exceptional value.
● Gather and prioritize customer feedback to inform service improvements and
new features.
● Build relationships with key customers to drive user engagement and gather
insights for product enhancements.

Go-to-Market & Launch:
● Develop and execute go-to-market strategies for new services, including pricing
models, promotional tactics, and sales enablement.
● Work with marketing and sales teams to drive adoption, ensure proper training,
and communicate service value to customers.
● Monitor service performance post-launch and adjust marketing and delivery
tactics as needed.

Metrics & Performance Management:
● Define and track key metrics to assess service performance (e.g., customer
satisfaction, service adoption, and financial success).
● Report on service performance regularly to leadership, highlighting successes,
challenges, and opportunities for improvement.
● Continuously optimize services based on customer feedback and business
needs.

Collaboration & Communication:
● Work closely with internal teams (sales, operations, engineering, etc.) to ensure
service offerings are delivered successfully.
● Act as a liaison between business stakeholders and the development team to
ensure alignment on priorities and timelines.
● Communicate service updates, new releases, and improvements to internal and
external stakeholders.

Qualifications & Skills:
● Education:
● Bachelor’s degree in Business, Marketing, Engineering, or a related field. MBA or
advanced degree is a plus.

Experience:
● 15 + years of experience in product management, with a focus on services
(service design, service management, or similar roles).
● Proven track record of successfully managing and launching service products or
offerings.

● Experience in customer-facing roles, with a strong understanding of customer
needs and pain points.
● Familiarity with Agile or other product management methodologies.

Skills:
● Strong analytical and problem-solving abilities.
● Excellent communication and interpersonal skills, with the ability to collaborate
across teams.
● Ability to balance customer needs with business goals, navigating competing
priorities effectively.
● Strong project management skills, with a keen attention to detail.
● Understanding of financials and budgeting related to service offerings.

Preferred Skills:
● Experience in telecom or IT industry required
● Familiarity with service design and end to end delivery
● Strong understanding of customer success and experience management.
● Experience in a fast paced environment to drive new business