Product Manager

The Product Manager is a full product management role within the Business Technology organization, with an initial emphasis on systems, processes, and cross-portfolio documentation support. This person carries the same core expectations as any product manager — ownership mentality, cross-functional collaboration, and proactive problem-solving — with their initial portfolio focused on the systems and operational processes that make the product team effective.

This role is designed as a development path to Senior Product Manager. Understanding how products flow from SKU creation through CRM, ITSM, and billing systems is foundational knowledge that every senior product manager needs. This role builds that expertise while contributing to the team’s daily operations and growing into broader product ownership over time.

Key Responsibilities:

Systems & Process Ownership:

• Own the SKU creation and maintenance process across CRM (Salesforce), ITSM (Service Now), and billing systems
• Manage CRM quote templates, product catalogs, and pricing tables — ensuring multi-component solutions quote correctly
• Coordinate billing system updates for new products, pricing changes, and service modifications
• Understand and document end-to-end system workflows from quoting through provisioning to billing
• Manage the product request intake system and route requests appropriately

Documentation & ISO Compliance:

• Maintain the ISO document control process including version control, approval tracking, and audit trail
• Own and maintain artifact templates (business case, competitive analysis, service definitions, etc.)
• Support the stage-gate process by tracking artifact completion, due dates, and approval status
• Create and maintain internal documentation including process guides, runbooks, and system maps

Product Team Support:

• Assist Senior Product Managers with business case development, competitive research, and financial analysis
• Support product launches by ensuring all systems are configured and tested before go-live
• Generate reports on product performance data to support portfolio decision-making
• Coordinate with IT, Billing, and Digital teams on system configuration tasks

Growth & Development:

• Shadow Senior Product Managers on vendor evaluations, pricing decisions, and executive presentations
• Develop working knowledge of each service category in the portfolio — how it’s sold, delivered, supported, and billed
• Progress through a structured development path toward independent product ownership

Required Qualifications:

• 2+ years of experience in product management, business analysis, or systems administration in a technology or services environment
• Working knowledge of Salesforce (admin or power user level preferred)
• Experience with Service Now or similar ITSM platforms
• Comfortable working across multiple technology domains — must be able to learn the basics of networking, security, cloud, and collaboration technologies
• Strong organizational skills and attention to detail
• Proficiency in Excel, Word, PowerPoint, and Microsoft 365 tools
• Self-directed with the ability to manage multiple priorities without constant oversight
• Bachelor’s degree in Business, Information Systems, or related field (or equivalent experience)

Preferred Qualifications:

• Experience in managed services, telecom, or MSP/VAR environments
• Familiarity with common MSP technology platforms (RMM, EDR, firewall management, cloud infrastructure, backup and recovery)
• Familiarity with billing systems and SKU management
• Experience with ISO compliance documentation or quality management systems
• Understanding of how managed services are packaged, priced, and delivered to business customers
• Interest in growing into a senior product management role with full portfolio ownership