Service Product Manager
Description
The Opportunity:
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.
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
- 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.
Job Qualifications:
- Bachelor’s degree in Business, Marketing, Engineering, or a related field. MBA or advanced degree is a plus.
- 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.
About
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.
About Ziff Davis
Ziff Davis (NASDAQ: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, shopping, gaming and entertainment, connectivity, health, cybersecurity, and martech. Today, Ziff Davis is focused on seven key verticals – Technology, Connectivity, Shopping, Entertainment, Health & Wellness, Cybersecurity and Marketing Technology. Its brands include IGN, Mashable, RetailMeNot, PCMag, Humble Bundle, Spiceworks, Ookla (Speedtest), RootMetrics, Everyday Health, BabyCenter, Moz, iContact and Vipre Security.
Our Benefits
Ookla offers competitive salaries in addition to robust, health and wellness-focused benefits, including comprehensive medical, dental, and vision coverage, as well as life and disability benefits. Our employees enjoy Flexible Spending Accounts (FSAs), a 401(k) with company match, and an Employee Stock Purchase Plan.
We are committed to work-life balance with Flexible Time Off, Volunteer Time Off, and paid holidays. We offer family building and caregiving support and generous Family Care and Parental leave, when you need it. We also provide Fitness Reimbursement and access to wellness programs, ensuring our team stays healthy both physically and mentally.
At Ziff Davis, we remain dedicated to creating an environment where everyone feels valued, respected, and empowered to succeed. We offer Employee Resource Groups, company-sponsored events, and regular opportunities for professional growth through educational support, mentorship programs, and career development resources. Our employees are recognized and celebrated through employee engagement programs and recognition awards.
If you're seeking a dynamic and collaborative work environment where you can see the direct impact of your performance and thrive both personally and professionally, then Ookla is the place for you.
Compensation Range
Ziff Davis 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. The salary compensation for this role is $75,000/year-$135,000/year. Individual pay within the compensation range for this business unit specific role is determined based on a variety of factors including experience, scope of the role, capabilities to perform the role, education and training, as well as business and company performance.
Ziff Davis is an Equal Opportunity Employer. At Ziff Davis, Diversity, Equity, and Inclusion (DEI) has always been about fairness, equal opportunity, and belonging. DEI enables us to attract and retain the best talent, regardless of background or circumstances, while enabling our thousands of employees worldwide to thrive.