Senior Product Manager, Service Provider Experience

Job Description Summary:

Digital products play a central role in how we create value for customers, support the teams who serve them, and shape the consumer experience.  Our product organization brings together small, empowered teams that move with clarity, speed, and purpose, enabling digital to be a meaningful source of advantage across our operating unit.   

Our work touches on the experiences that keep the business running, including customer journeys, service delivery, sales workflows, and the systems that connect them. We are raising our standards for product craft and rebuilding the platforms behind these experiences. Product Managers play a central role in this evolution, helping teams discover the right problems, deliver meaningful solutions, and continuously improve the experiences that power our business.  

If you are energized by solving real customer problems, working closely with cross-functional partners, and shaping products that make a tangible difference, we would love to meet you.  

About the Role 

The Senior Product Manager, Service Provider Experience owns the digital experience for the partners who install, maintain, and repair our equipment. Their work is technical, time-sensitive, and often performed in the field, and the products you build will help them complete jobs with clarity, accuracy, and efficiency. 

In this role, you’ll focus on understanding how service work actually happens, from preparation and diagnostics to execution, documentation, and follow-up—and where friction or disconnects slow providers down. You’ll guide your team in designing experiences that improve access to the right information, simplify critical tasks, and support better decisions in real-world conditions. 

This role is ideal for someone who enjoys working close to the field, untangling complex operational workflows, and building tools that make essential service work more effective, reliable, and scalable. 

Responsibilities 

Product Ownership & Strategy 

• Own the vision, outcomes, and roadmap for the Service Provider Experience 

• Define the most important provider and business problems to solve, with success metrics tied to efficiency, accuracy, and quality of service execution 

• Balance near-term workflow improvements with longer-term opportunities to strengthen insight, consistency, and enablement across service work 

Discovery & Delivery 

• Lead discovery through field observation, user research, data analysis, and experimentation 

• Translate insight into clear priorities, roadmaps, and product requirements 

• Partner closely with design and engineering to deliver solutions that are valuable, usable, feasible, and aligned to strategy 

• Use performance data and provider feedback to guide iteration and continuous improvement 

Field Experience & Enablement 

• Build deep understanding of how service providers prepare for, perform, and close out service work 

• Improve access to timely, relevant information and guidance at key moments in the field 

• Design workflows that support accurate execution while remaining flexible across different job types and environments 

• Explore opportunities to apply data, automation, or intelligent assistance to support better decisions and reduce rework 

Collaboration & Influence