Director, eB2B Product Management - Service & Support

Location(s):

United States of America

City/Cities:

Atlanta

Travel Required:

Relocation Provided:

No

Job Posting End Date:

January 5, 2025

Shift:

Job Description Summary:

We are seeking a seasoned Director of Product for Equipment Service & Support to lead the strategic development of solutions that empower in-field associates and streamline equipment management and service for our Food Service On Premise (FSOP) customers in North America. In this role, you will shape the product strategy and guide cross-functional teams in delivering impactful, user-friendly solutions that improve equipment uptime, enhance service efficiency, and support operational excellence for our customers.

As the Director of Product for Equipment Service & Support, you will work closely with operations teams, field service engineers, product managers, designers, and technology teams to create innovative products that improve the operational experience for in-field associates, reduce downtime, and optimize equipment performance. Your leadership will ensure that the product vision aligns with customer needs and business objectives while driving continuous improvement and innovation.
 

Responsibilities:

• Product Strategy & Vision: Define and drive the product strategy for equipment service and support solutions, ensuring that they meet the needs of in-field associates and service providers, reduce equipment downtime, and support restaurant operations. Align product goals with customer needs, business priorities, and operational efficiency targets.

• Cross-Functional Leadership: Collaborate with service operations, engineering, design, and other business stakeholders to build and deliver integrated solutions that support in-field associates with equipment service, maintenance, and troubleshooting. Foster alignment across teams to ensure product features address key challenges in the food service and support ecosystem.

• Customer-Centric Development: Ensure that product development is guided by deep customer insights, focusing on improving the in-field experience for associates who handle equipment repair, maintenance, and troubleshooting in food service settings. Incorporate feedback from food service teams and service technicians to continuously refine the user experience.

• Execution & Alignment: Drive the execution of the product roadmap, managing product features and updates that directly impact service and support operations. Work with cross-functional teams to prioritize initiatives and ensure alignment on product development, delivery, and goals.

• Data-Driven Decision Making: Use data to identify opportunities for improving service efficiency, reducing equipment downtime, and optimizing product features. Work with teams to develop key performance indicators (KPIs) and measure the success of solutions, ensuring they deliver tangible improvements for operations.

• Innovation & Product Growth: Stay ahead of industry trends related to equipment management, service operations, and food service technology. Identify new opportunities to innovate and enhance product offerings that improve the workflow of in-field associates and contribute to a seamless food service operation.

• Stakeholder Management: Collaborate with senior leadership, field service teams, food service operations, and technology partners to ensure product solutions align with broader business goals and operational needs. Communicate product strategies and results clearly to stakeholders, making the case for new initiatives and their impact on the business.

• Continuous Improvement: Drive a culture of continuous improvement by regularly evaluating product performance, collecting user feedback, and iterating on product features to better support in-field associates and improve service efficiency.

• Cross-Functional Product Alignment: Lead efforts to ensure coordination and alignment between product teams and other functional areas, such as food service operations, field service, engineering, and customer support, to optimize the service experience for food service teams.

Key Qualifications:

• Experience: 10+ years of product management experience with a focus on equipment service, field support solutions, or food service operations. Proven success in driving product strategies that enhance service efficiency, reduce downtime, and optimize field operations.

• Cross-Functional Leadership: Strong ability to lead and influence cross-functional teams, driving collaboration across product, service operations, engineering, and design to achieve unified goals. Expertise in working in environments where operational efficiency