Service Product Manager

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.

• Bachelor’s degree in Business, Marketing, Engineering, or a related field. MBA or advanced degree is a plus.

• 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