Senior Manager, Digital Product Management (Residential Technician Applications)

About Carrier:

Carrier, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

About this role: 

We are seeking a Senior Manager, Product Management to lead strategy and execution for Residential Technician Applications supporting connected HVAC systems. 

This role owns product direction, roadmap, and delivery for technician-facing digital tools used across commissioning, diagnostics, troubleshooting, and service workflows. You will manage a team of product professionals and define how connected equipment data, AI-driven insights, and mobile-first experiences improve technician efficiency and enable intelligent service outcomes. 

This is a hands-on product leadership role operating in a complex IoT environment spanning devices, firmware, cloud platforms, analytics, mobile applications, and Field Service Management (FSM) systems. 

Key Responsibilities: 

What You’ll Own:

• Multi-year product strategy and roadmap for Residential Technician Applications 
• Backlog governance and release execution across mobile and cloud capabilities 
• Technician adoption, engagement, and workflow efficiency 
• Integration of connected equipment data into actionable service intelligence 
• AI-driven diagnostics and guided troubleshooting experiences 
• Intelligent parts identification and workflow-based service recommendations 
• Enablement of digital service value and aftermarket growth opportunities 

Product Strategy & Roadmap:

• Define a clear product vision aligned with connected residential systems and field service needs 
• Translate strategy into disciplined roadmaps with measurable service and efficiency outcomes 
• Balance innovation with reliability, scalability, and system performance 

Technician Workflow & Service Optimization:

• Shape digital capabilities across commissioning, diagnostics, maintenance, and repair workflows 
• Integrate seamlessly with Field Service Management (FSM) systems to support job lifecycle and service execution 
• Improve first time-fix rates and reduce repeat visits through better intelligence and workflow design 
• Ensure strong usability and resilience in real-world field environments 

IoT, AI & Data Intelligence: 

• Leverage IoT device data, firmware telemetry, and fault codes to power intelligent service insights 
• Embed AI-driven capabilities such as anomaly detection, predictive diagnostics, and guided troubleshooting 
• Ensure robust analytics instrumentation and clear performance visibility 

Adoption & Performance:

• Define and track KPIs tied to technician activation, engagement, workflow completion, first time-fix, and service efficiency 
• Conduct technician ride-a longs and field immersion to inform prioritization 
  Use data and field insights to continuously refine and optimize the experience 

Team Leadership:

• Manage and mentor Product Managers and/or Product Owners 
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