Service Product Manager - Remote Eligible

Ookla Services Product Manager

Ookla is a global leader in connectivity intelligence, offering unparalleled network insights through the combined expertise of Speedtest, Downdetector, RootMetrics, and Ekahau. Ookla's complementary datasets combine crowdsourced and controlled, public and private collection methods, QoS and QoE metrics, and more to unlock correlations and actionable insights — helping organizations optimize networks, enhance digital experiences, and create better connected experiences for end-users.

Our team is a group of people brought together through passion and inspired by possibility. We are looking for team members who love solving problems, are motivated by challenges, and enjoy turning clever ideas into exceptional products. When you work for us, you are using Ookla data and insights to advance our mission of better connectivity for all.

Role Summary

We are seeking a dynamic and results-driven Services Product Manager to lead the development and continuous improvement of our service offerings and services catalog. As a key member of our product team, you will work cross-functionally with marketing, sales, engineering, and customer delivery teams to define and deliver customer-centric services that drive business growth and customer satisfaction. You will be responsible for the entire lifecycle of the service offerings, from ideation through to launch and ongoing enhancements.

Key Responsibilities

Service Strategy & Vision:

• Define the vision, strategy, and roadmap for our service-based products in alignment with company goals.
• Analyze industry trends, competitor offerings, and emerging technologies to ensure services stay competitive and innovative.

Service Design & Development:

• Work closely with cross-functional teams to design and develop new services, as well as improve existing ones.
• Define service requirements, specifications, and KPIs to ensure clear objectives are set for development and performance tracking.
• Collaborate with service delivery teams to ensure seamless execution and scalability of service offerings.

Customer Focus:

• Maintain a deep understanding of customer needs and pain points, ensuring services deliver exceptional value.
• Gather and prioritize customer feedback to inform service improvements and new features.
• Build relationships with key customers to drive user engagement and gather insights for product enhancements.

Go-to-Market & Launch:

• Develop and execute go-to-market strategies for new services, including pricing models, promotional tactics, and sales enablement.
• Work with marketing and sales teams to drive adoption, ensure proper training, and communicate service value to customers.
• Monitor service performance post-launch and adjust marketing and delivery tactics as needed.

Metrics & Performance Management:

• Define and track key metrics to assess service performance (e.g., customer satisfaction, service adoption, and financial success).
• Report on service performance regularly to leadership, highlighting successes, challenges, and opportunities for improvement.
• Continuously optimize services based on customer feedback and business needs.

Collaboration & Communication:

• Work closely with internal teams (sales, operations, engineering, etc.) to ensure service offerings are delivered successfully.
• Act as a liaison between business stakeholders and the development team to ensure alignment on priorities and timelines.
• Communicate service updates, new releases, and improvements to internal and external stakeholders.

Qualifications & Skills:

Education:

• Bachelor's degree in Business, Marketing, Engineering, or a related field. MBA or advanced degree is a plus.

Experience:

• 15+ years of experience in product management, with a focus on services (service design, service management, or similar roles).
• Proven track record of successfully managing and launching service products or offerings.
• Experience in customer-facing roles, with a strong understanding of customer needs and pain points.
• Familiarity with Agile or other product management methodologies.

Skills:

• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills, with the ability to collaborate across teams.
• Ability to balance customer needs with business goals, navigating competing priorities effectively.
• Strong project management skills, with a keen attention to detail.
• Understanding of financials and budgeting related to service offerings.

Preferred Skills:

• Experience in telecom or IT industry required
• Familiarity with service design and end to end delivery
• Strong understanding of customer success and experience management.
• Experience in a fast paced environment to drive new business

Benefits:

We care deeply about each other and the work we do, and our perks are just one way we demonstrate this. We offer a comprehensive benefits package, including (but not limited to):

• 401(k) matching
• Unlimited PTO
• Employee Stock Purchase Plan options
• Health/dental/vision insurance coverage
• Wellness benefits (Calm app, gym reimbursement, ERG groups, etc)
• Employee Assistance Programs (EAP) (mental health, financial advice, legal guidance, and more)
• Fertility options
• Pregnancy support
• Pet insurance
• Enhanced parental leave
• Disability coverage

As required by applicable Pay Transparency laws, Ookla provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. Some roles may include a target bonus or sales commission plan based on level of role. The base pay for this position ranges from $75,000/year up to $135,000/year in base salary.

If you're passionate about joining the work we're doing, we welcome your application and encourage applicants with both traditional and non-traditional experience that makes them an excellent candidate for the role. We strongly believe diversity of all kinds makes us better. We are an equal opportunity employer actively working to build an inclusive workforce at all levels of the company.