Senior Product Manager, e-Learning and In-App Help

| Greater LA Area

We solve real world problems in the home services industry. We are passionate about bringing innovative and delightful solutions to traditional problems and workflows. Our ambitious team of product managers, designers, and product marketers works closely with our thousands of users to help make their lives easier through technology. We embrace agile development and design thinking to ship hundreds of new features every month. We measure our success based on our customer’s success. We strive for real impact.

Senior Product Manager, e-Learning and In-App Help

As a Senior Product Manager, e-Learning and In-App Help, you will own the in-app delivery of e-Learning for new users of ServiceTitan, optimizing for a self-serve onboarding experience. In addition, you will drive the development of in-app help tools to help drive self-service as a core component of the overall customer experience. You’ll communicate a vision for e-Learning in partnership with our training content producers, then lead the execution of your strategy to deliver the right content to the right users at the right time.

What you'll do

  • Lead the build vs. buy evaluation for the platform to power ServiceTitan’s Academy- our set of tools and experiences to enable customers / end-users to learn about all aspects of our product
  • Define and continually improve the in-app training experience to drive adoption, NPS, and efficiencies in the customer onboarding process.
  • Work closely with customers and internal customer-facing teams to understand all aspects of setting up and learning to use ServiceTitan, identifying opportunities to embed content into the in-app onboarding experience
  • Develop compelling vision for e-Learning that addresses the unique needs of different user segments and personas
  • Product owner for e-Learning and in-app help tools (help widgets, tooltips, walkthroughs)
  • Collaborate closely with the product design team to develop and quickly test new ideas and concepts
  • Adapt requirements and feedback into full functional specifications for development
  • Oversee product planning and project management of the product life-cycle from concept to release

What you'll need

  • 4+ years experience in a product management role with strong track record of shipping new products and features
  • 4-year degree from a top university, MBA or related graduate degree strongly preferred
  • Prior experience with SaaS B2B products with complex workflows and configuration options
  • Prior experience implementing cloud-based Learning Management Solutions (LMS) such as Skilljar or Cornerstone is a strong plus
  • Significant experience building or implementing self-service solutions such as chatbots or help widgets is desired
  • Strong product design background and a passion for building simple user interfaces that delight users
  • Data-driven: your decisions and your successes are based on quantifiable impact
  • Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
  • Proven ability to multi-task and manage multiple projects at a time while paying strict attention to detail

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home services companies streamline operations, improve customer service, and grow their business. ServiceTitan's end-to-end solution for the multi-billion dollar residential home services industry includes CRM, intelligent dispatch, custom reporting, marketing automation, mobile solution for field techs, and accounting integration with Intacct and QuickBooks. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is the preferred software for hundreds of the world's most successful plumbing, HVAC, and electrical companies. For more information about ServiceTitan, visit www.ServiceTitan.com.

Los Angeles Business Journal Best Places to Work 2018
Inc 5000 Best Workplaces 2018
Inc 5000 America’s Fastest Growing Companies 2018
Mogul Top 1000 Companies Worldwide for Millennial Women 2018
Glassdoor/Battery Ventures Cloud Computing Companies 2018
Forbes Next Billion Dollar Startup 20177

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • MySQLDatabases
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail

Location

Our neighborhood is considered a "crossroads" and "gateway" city. We have suburban life on one side and city life on the other.

An Insider's view of ServiceTitan Inc.

How do you collaborate with other teams in the company?

I usually prefer communicating and collaborating via slack or emails, but if I am looking for a rapid solution then I would walk over to them.

Dave Avetikyan

Data Engineer

What are some things you learned at the company?

I've been part of teams throughout my career, but here at ServiceTitan I've had a chance to collaborate in full with my colleagues. I've also learned new things about being accountable to your teammates, the power that transparency has in keeping teams together, and the benefits of being open and candid.

Jason Mulero

Senior Learning & Development Specialist

What makes someone successful on your team?

Empathy, determination, and resourcefulness!

You're the main point of contact for a complex, detail-oriented implementation schedule that has concurrent timelines and moving parts. You need to be cool and collected in the face of high-stress situations, all while delivering an excellent customer experience.

Kathy Chang Sercu

Sr. Manager, Enterprise Implementation

What are ServiceTitan Inc. Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
ServiceTitan's dental plan covers 100% of the cost for preventative care
Vision Benefits
ServiceTitan's vision plan covers 100% of the cost for preventative care
Health Insurance Benefits
ServiceTitan's incredibly generous health plan covers 100% of the cost and 80% for dependents.
Life Insurance
Pet Insurance
ServiceTitan offers Pet Insurance to our Titan pets.
Wellness Programs
ServiceTitan partnered with Fitspot to bring onsite massages and exercise activities to the office
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Company Outings
Aside from our annual summer picnic and holiday party, we always make time to have happy hour with the team. In addition, we value team building, so we often take team offsites.
Free Daily Meals
ServiceTitan offers free lunches everyday and a fully stocked pantry with La Croix and your favorite cereals!
Game Room
Stocked Kitchen
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

We really listen to the feedback of our employees and want to make sure that each perk is thought out and mindful for everyone.

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