Group Product Manager, Customer Journey

Ready to be a Titan?

We are seeking a highly skilled Group Product Manager to oversee the entire customer journey from sales to onboarding to success. As the key leader in this domain, you will be responsible for developing and executing product strategies that enhance the end-to-end customer experience, drive adoption and utilization of features, and maximize lifetime value.

The successful candidate for this role will have a track record of delivering intuitive workflows, exceptional user experiences, strong leadership skills, and the ability to collaborate effectively with cross-functional teams. If you are passionate about delivering innovative products that have a significant impact on the lives of our customers, and you have a proven track record of success in leading and developing product teams, we encourage you to apply for this exciting opportunity.

What you'll do:

• Strategic Planning: Develop and execute a comprehensive product strategy for the ServiceTitan customer journey, starting from sales, onboarding, to success

• Customer Insights: Gather and analyze customer feedback, usage data, and market research to identify opportunities for product enhancements and optimizations.

• Cross-Functional Collaboration: Partner with the GMs for our Residential and Commercial businesses, sales leadership, implementation and professional services, and our customer success organization to ensure alignment and seamless execution of product initiatives.

• Analytics: Define and track key metrics to measure adoption and utilization trends and patterns across ServiceTitan, regularly reporting on progress and identifying areas for improvement.

• Influence: Partner across product organization to enforce TitanAdvisor as part of the Product Development Life Cycle, ensuring that all new features gets captured as part of the customer journey

• Product Development: Lead the ideation, prioritization, and roadmap planning for features and enhancements that drive high quality and efficient onboarding experience and reduce churn

• User Experience: Champion a user-centric approach to product design and development, ensuring a seamless and intuitive customer journey across all touchpoints.

• Stakeholder Management: Communicate product updates, priorities, and roadmaps to internal stakeholders and executive leadership, fostering alignment and buy-in.

• Team Leadership: Mentor and coach a team of product managers, fostering a culture of innovation, collaboration, and continuous improvement.

What you'll need:

• 8+ years of product management experience in the SaaS industry, with a focus on customer-facing products.

• Proven track record of successfully launching and scaling products throughout the customer lifecycle.

• Strong analytical skills and ability to leverage data to drive decision-making and prioritize initiatives.

• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across cross-functional teams.

• Strategic mindset with the ability to think creatively and drive innovation in a fast-paced environment.

• Experience managing and developing high-performing teams.

• Bachelor's degree in Business, Computer Science, Engineering, or related field; MBA or advanced degree preferred.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.

• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.