Note: The job is a remote job and is open to candidates in USA. ServiceTrade is a field service management platform that helps commercial contractors enhance their operations. They are seeking a Product Manager for their Inspection Forms platform, responsible for product strategy, roadmap execution, and customer integration. The role requires both strategic oversight and hands-on execution, including managing customer escalations and developing product requirements.
Responsibilities
- Define and communicate the Forms product roadmap to Sales, Account Management, Support, Implementation, and executive stakeholders
- Prioritize feature development, enhancements, and technical debt against customer impact and business value
- Own the Forms backlog: triage, prioritize, and drive resolution of open customer escalations
- Conduct competitive analysis and customer discovery to inform product direction
- Build, configure, and QA custom forms for customers using the digital form building platform
- Diagnose and troubleshoot form behavior issues (conditional logic, data mapping, PDF generation, submission failures)
- Understand the ServiceTrade ↔ Joyfill integration architecture deeply enough to triage technical issues and guide engineering
- Author detailed product requirements, user stories, and acceptance criteria for engineering
- Serve as the primary product interface with our integration partner: translate customer needs into vendor feature requests, escalate bugs, manage release coordination
- Communicate release plans, roadmap changes, and escalation status proactively to internal teams
- Provide release notes, enablement documentation, and training materials to Support and field teams
- Lead and coordinate external contractors supporting forms development, QA, and customer delivery
- Own and maintain the Forms JIRA backlog: ensure tickets are properly scoped, prioritized, and assigned
- Manage contractor capacity, assign work, review deliverables, and ensure quality standards are met
- Establish and enforce ticketing standards, workflow hygiene, and sprint planning processes
- Serve as the primary point of contact for contractor questions, escalations, and performance feedback
- Provide regular backlog health reporting and ensure visibility into open work, blockers, and progress
- Engage directly with customers to understand inspection workflows, compliance requirements, and pain points
- Own resolution of critical customer escalations: drive cross-functional teams to closure, not just track status
- Recognize when an issue is a true crisis and act decisively—escalate, re-prioritize, and communicate impact
- Define post-launch success metrics and instrument features to track adoption and business outcomes
Skills
- 3–5 years of product and/or operations management experience in a technical or B2B SaaS environment
- Deep familiarity with North American fire and life safety codes and standards, including NFPA, AES, ULC, Joint Commission and related compliance requirements. You understand what inspectors check, how reports are structured, and what compliance documentation must include
- Technical depth: You've built integrations, understand APIs/webhooks/data mapping, and can read JSON or debug a form configuration yourself. Bonus if you've worked with low-code/no-code platforms, form builders, or workflow automation tools
- Hands-on execution: You're comfortable building, QA-ing, and troubleshooting forms alongside customers and engineering
- Customer-facing experience: You've gathered requirements directly from customers, conducted discovery, and translated complex workflows into product specs
- Stakeholder communication: You've presented roadmaps, written release notes, and kept cross-functional teams aligned
- Crisis judgment: You know when to drop everything and escalate, and when to hold the line
- Outcome ownership: You measure whether features work, iterate based on data, and own the result
- Former contractor, technician, or office staff for a fire and life safety services business—you've lived the workflows our customers use and understand their pain points firsthand
- Experience with SaaS products serving field service, compliance, or inspection workflows in fire protection, HVAC, or facilities management
- Familiarity with Joyfill, JotForm, Typeform, or similar form/document platforms
- Background in solutions engineering, technical account management, or implementation consulting before transitioning to product management
- Experience managing vendor/partner integrations and navigating build vs. buy trade-offs
- Understanding of mobile app product management (iOS/Android SDKs, offline sync, mobile UX)
Benefits
- 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
Company Overview