Service Product Manager 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.
Key Responsibilities:
1. Service Strategy & Vision:
o Define the vision, strategy, and roadmap for our service-based products in alignment with company goals.
o Analyze industry trends, competitor offerings, and emerging technologies to ensure services stay competitive and innovative.
2. Service Design & Development:
o Work closely with cross-functional teams to design and develop new services, as well as improve existing ones.
o Define service requirements, specifications, and KPIs to ensure clear objectives are set for development and performance tracking.
o Collaborate with service delivery teams to ensure seamless execution and scalability of service offerings.
3. CUSTOMER FOCUS:
o Maintain a deep understanding of customer needs and pain points, ensuring services deliver exceptional value.
o Gather and prioritize customer feedback to inform service improvements and new features.
o Build relationships with key customers to drive user engagement and gather insights for product enhancements.
4. Go-to-Market & Launch:
o Develop and execute go-to-market strategies for new services, including pricing models, promotional tactics, and sales enablement.
o Work with marketing and sales teams to drive adoption, ensure proper training, and communicate service value to customers.
o Monitor service performance post-launch and adjust marketing and delivery tactics as needed.
5. Metrics & Performance Management:
o Define and track key metrics to assess service performance (e.g., customer satisfaction, service adoption, and financial success).
o Report on service performance regularly to leadership, highlighting successes, challenges, and opportunities for improvement.
o Continuously optimize services based on customer feedback and business needs.
6. Collaboration & Communication:
o Work closely with internal teams (sales, operations, engineering, etc.) to ensure service offerings are delivered successfully.
o Act as a liaison between business stakeholders and the development team to ensure alignment on priorities and timelines.
o 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: Proven track record of successfully managing and launching service products or offerings.
* Customer-facing role: Experience in customer-facing roles, with a strong understanding of customer needs and pain points.
* Familiarity with Agile: 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:
* Telecom or IT industry experience: Required.
* Familiarity with service design: And end-to-end delivery.
* Customer success and experience management: Strong understanding of.
* Fast-paced environment: Experience in a fast-paced environment to drive new business.