Product Operations Manager

Position Description:

The Product Operations Manager is a high-impact role at the center of the product team's strategy and operations. You will effectively serve as the Chief of Staff to the CPO and Product Leadership Team. You will serve as a trusted strategic partner and force multiplier for the CPO — helping drive efficiency, leveraging AI, across the product leadership team, and ensuring the organization moves with speed and clarity on the priorities that matter most.

This role focuses on building the systems, processes, and insights that empower product managers, marketers, and designers to make better decisions, faster. 

This role is ideal for someone who thrives at the intersection of strategy and execution, operates with exceptional judgment, and can seamlessly shift between high-level thinking and detailed operational work. This person should also be technically savvy and an AI savant.

Key Responsibilities and Activities:

Strategic Partnership

• Serve as a thought partner to the CPO on organizational effectiveness
• Prepare material for board meetings, high-stakes external engagements, and internal communication 
• Synthesize complex information from across the business and surface the most critical insights for the product leadership team

Product Leadership Operations

• Own the CPO's strategic agenda — ensuring time, energy, and attention are allocated to the highest-priority opportunities
• Drive the rhythm of the business: quarterly planning cycles, team offsights, all-hands meetings, and leadership team cadences
• Maintain visibility into cross-functional dependencies and proactively surface blockers or misalignments 
• Help the product org adopt new ways of working, ensuring smooth rollout of new frameworks, rituals, and processes
• Design and scale repeatable practices that drive clarity and focus
• Standardize rituals (e.g., product reviews, quarterly planning, OKRs) to increase transparency and alignment
• Engage with team members to identify bottlenecks early and raise risks
• Facilitate alignment across the leadership team, including managing follow-through on leadership team decisions

Tooling, Data, Insights, and Infrastructure

• Proactively identify new AI tools ways that that increase efficiency and clarity for product teams
• Establish and maintain systems, leveraging AI where possible, to collect, analyze, and share product usage, customer feedback, and market insights
• Partner with product managers to ensure decisions are grounded in data and aligned with key success metrics
• Own the product tech stack (e.g., analytics, feedback, roadmap, instrumentation, & experimentation tools).

Initiative Management

• Lead and project-manage high-priority, cross-functional initiatives on behalf of the CPO
• Track progress against company OKRs/KPIs and hold teams accountable to commitments
• Step into ambiguous or understaffed strategic work where the CPO's involvement is needed but time doesn't allow

Communications & Culture

• Draft internal communications from the CPO including announcements, memos, and town hall content
• Identify ways of maintaining a “work hard, but also have fun” culture
• Help nurture the team through periods of change

Knowledge and Skills:

• Highly intelligent technology enthusiast and AI savant
• 5–10 years of professional experience, with a track record of increasing responsibility
• Prior experience in management consulting, operations, product management, or technology start-ops
• Superior operational and strategic chops
• Exceptional written and verbal communication skills; ability to write crisply and persuasively on behalf of a senior leader
• Strong analytical ability — comfortable with financial models, data analysis, and building business cases
• High EQ and interpersonal skills; able to build trust and influence without formal authority
• Outstanding organizational skills and ability to manage multiple high-stakes priorities simultaneously
• Absolute discretion and integrity when handling sensitive information

Preferred:

• Experience in a previous Chief of Staff or strategic operations role
• Familiarity with the company's industry or market
• MBA or equivalent graduate degree

 

A few things you want to know:

What does ServiceTrade do?

Founded in 2012, ServiceTrade is the software platform for commercial mechanical and fire contractors. More than 1,300 contractors use ServiceTrade to increase profit and deliver more work during a persistent skilled labor shortage by improving service and project operations, helping technicians be more productive and do their best work, selling more service and inspection agreements, and growing customer loyalty. Over 10% of the commercial or industrial buildings in the United States are serviced by contractors using ServiceTrade to manage 13 million equipment assets and invoice more than $7.5 billion of service-related commerce. 

Ok, so why should I care about that?

Our customers are smart, hard-working people who we enjoy serving. We help them grow their business to earn more revenue, employ more blue-collar workers, and become more valuable to their customers. It’s why we get excited about serving a market that you might never have thought about before.

What kind of working environment do you have?

We’ve transitioned from a start-up to a scale-up -- that means we still have the spirit and energy of a start-up and are adding new people who will help us expand our business faster and run our business smarter. We have big ambitions and every employee understands our goals and what their role is in achieving them. Read about our company culture on our About Us page. 

What kind of benefits do you offer?

• Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions Dental and Vision through Unum
• Flexible Spending Account and Dependant Care Account 
• Company-paid Life insurance, STD and LTD 
• Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance 
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave 
• Paid Time Off for Volunteering 
• Employee Reimbursement Program to use for well-being, technology and/or professional development 

#LI-Remote

EEO Statement:
ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.
(AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, MD, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA)

Please Be Aware of Recruiting Scams

To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate website servicetrade.com, through corporate emails utilizing our domain name of @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.