Sr. Product Manager- Customer Service Systems

EquipmentShare is Hiring a Sr. Product Manager.

EquipmentShare is searching for a Sr. Product Manager who specializes in Customer Service Systems. Experience in working worth and/or implementing ServiceNow strongly preferred. This new team member may be based anywhere in the United States and offers a remote/hybrid work option, but must be able to meet with management in person at least quarterly. 

As a Product Leader you will run a specialized team dedicated to the design, implementation, deployment and growth of our customer service systems to provide best in class experiences to our Rental and SaaS customers while being a fierce advocate for the voice of the customer within our organization. In this role, you will drive the technical design and roadmap, coordinate complex product initiatives across internal teams and stakeholders to prioritize roadmap features, and spearhead the definition of new capabilities through product and business requirements documents. You will have a high level of comfort with ambiguity, a deeply analytical mindset with the ability to investigate complex challenges, and can effectively influence across organizations. You are a thoughtful team leader, manager and systems-level thinker - with strong instincts and outstanding intuition informed by user needs and insights. 

Your Opportunity to Grow With Us as a Sr. Product Manager

The EquipmentShare team is a close-knit group of professionals who all share an interest in providing a service and product that improves our customer’s experience. Above all, we care about building something people want, and the only way to do that is by assembling a skilled, passionate and talented team. 

Our product, design and engineering teams work fully remote and highly autonomously. We also value the time we spend together, so you should be able to occasionally (once a quarter) work in common team hub locations.

Primary Responsibilities for Sr. Product Manager

• In this role, you will operate at the intersection of business, technology, and user experience to deliver functionality that helps deliver best in class customer service experiences across our EquipmentShare and T3 businesses
• You will take the time to understand not just the execution side of our solutions, but also the business aspects of the products and experiences we build. 
• Work on our Customer Service technology platform and work to shape and build our cross cutting capabilities. 
• Actively participate in the development of the product strategy and vision, prioritize complex deliverables, drive requirement discussions, and identify key technology and solution gaps
• Develop detailed requirements and user story definitions for features
• Manage product lifecycle from beginning to end (definition, design, development, implementation, testing, launch)
• Establish and maintain clear communication with stakeholders 
• Define and own initiatives to identify and evaluate opportunities and priorities for Customer Service excellence and representing the voice of customer within our organization.
• Manage test and learn processes and proof of concept testing, validation, and competitive analysis
• Research and collaborate with the UX team to understand customer pain points and translate them into business, product, and user experience requirements
• Promote inclusive and innovative culture and principles within cross functional teams, while setting new standards in executional and operational excellence

Why We’re a Better Place to Work

• Remote First
• True Work/Life balance
• Competitive salary
• Health insurance and medical coverage benefits
• 401(k) and company match
• Unlimited paid time off 
• Paid primary and secondary parental leave 
• Management commitment to a diverse and inclusive work environment 
• Choice of MacBook Pro, Linux, or Windows machine
• Wellness benefits including a Gym stipend for remote employees
• Family monthly dinner stipend
• Volunteering and local charity initiatives that help you nurture and grow the communities you call home
• Opportunities for career and professional development with conferences, events, seminars and continued education. 
• 2 free audio books a month centered around personal & professional development 

About You 

Our Product Managers love a challenge and want the opportunity to grow with a fast-paced company. Industry competitors often have layers of tenured management that create barriers to career advancement. The opportunity for career growth is unparalleled at EquipmentShare, where you’ll find no shortage of challenging yet fulfilling work, chances to build new