Director, eB2B Product Management - Service & Support

We are seeking a seasoned Director of Product to build the future of Equipment Service and Support and 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 the end-to-end equipment journey from equipment selection to customer onboarding and equipment installation and day-to-day operation.

Your leadership will ensure that the product vision aligns with customer needs and business objectives while driving continuous improvement and innovation driving towards a focused set of OKRs including, equipment uptime, service efficiency, and operational excellence for our customers.

• 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.

• Experience: 7-10+ years of product management experience/working in the product model 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 and customer satisfaction are paramount.

• Customer-Centric Approach: Deep understanding of the needs of in-field associates and service teams, with a focus on improving the tools and processes that support food service operations for customers. Experience gathering and applying customer feedback to improve service-related products.

• Execution Excellence: Demonstrated ability to translate strategic goals into actionable product roadmaps. Skilled at balancing competing priorities and managing product delivery in fast-paced, dynamic environments.

• Data-Driven: Ability to analyze operational data, customer feedback, and product performance metrics to guide decision-making. Experience with service-related KPIs, such as equipment uptime and response time, and leveraging data to optimize product features.

• Communication & Influence: Excellent communication and presentation skills, with the ability to engage diverse stakeholders at all levels of the organization. Able to clearly articulate the vision, strategy, and impact of product decisions to senior leadership and cross-functional teams.

• Technical Understanding: Strong understanding of service management systems, equipment lifecycle management, and the technologies used in food service operations. Ability to collaborate effectively with engineering and technology teams to build scalable, user-friendly solutions.

• Education: Bachelor's degree in a relevant field (e.g., Business, Engineering, Computer Science). Advanced degree is a plus.

• Experience leading cross-functional empowered product teams with rapid prototyping and testing

• Experience in the food service, hospitality, or field service industry, with an understanding of the unique challenges in supporting food service/restaurant operations.

• Familiarity with the technologies used in field service management, including mobile tools, service management platforms, and IoT devices for equipment monitoring and diagnostics.

• Experience in developing SaaS products or solutions that improve operational efficiency and customer service.

• Expertise in working with agile development teams and managing product lifecycles in a fast-moving environment.