Service Product Manager

5 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 cross-functional collaboration with marketing, sales, engineering, and customer delivery teams to define and deliver customer-centric services. The manager is responsible for the entire service lifecycle, from ideation to launch and ongoing enhancements. Key responsibilities include defining service strategy, designing and developing new services, focusing on customer needs, executing go-to-market strategies, managing performance metrics, and collaborating with internal teams. The candidate should be able to analyze industry trends, monitor service performance, and communicate service updates.

Must have:

Define service strategy & roadmap for service-based products.
Design and develop new and improve existing services.
Gather and prioritize customer feedback.
Develop and execute go-to-market strategies.
Define and track key metrics for service performance.
Collaborate with internal teams to ensure successful service delivery.
Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills.

Good to have:

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

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: