Product Director, Service Enablement & Operations
About the position This is a People Leader role. The incumbent must be based in Atlanta, GA and work a hybrid work schedule. Digital products play a central role in how we create value for customers, support the teams who serve them, and shape the consumer experience. Our product organization brings together small, empowered teams that move with clarity, speed, and purpose, enabling digital to be a meaningful source of advantage across our operating unit. Our work touches on the experiences that keep the business running, including customer journeys, service delivery, sales workflows, and the systems that connect them. We are raising our standards for product craft and rebuilding the platforms behind these experiences. We are looking for product leaders who can navigate complex problem spaces, connect ideas across teams, and guide squads in building intuitive and reliable products. If you want to help build a product organization that expands what is possible for our business, we would love to meet you.
About the Role
The Product Director, Service Enablement and Operations leads the teams responsible for the tools and workflows that support service delivery, issue resolution, and the operational execution that keeps our customers running. This work plays a central role in elevating service into a strategic advantage for the operating unit. This leader sets both the long-term vision and the near-term priorities for how service and operations should work. They shape a multi-year roadmap, guide investment decisions, and work closely with senior stakeholders to align on where to focus and why. They bring strong product instincts, the ability to create clarity in complex environments, and deep curiosity about how our service and supply chain operations function today and how they could work tomorrow. They also grow product managers, define the problems we own, and partner closely with engineering, design, data, and operations leaders to deliver unified, intuitive, and reliable solutions.
Responsibilities
- Define a clear and ambitious long-term vision for service and operational workflows across the operating unit.
- Shape multi-year strategies, investment decisions, and sequencing through ongoing alignment with senior stakeholders.
- Set near-term priorities and outcomes that connect coherently to the long-term vision.
- Develop a high-performing product team by coaching product managers in craft, curiosity, and judgment.
- Foster a culture of autonomy, learning, and thoughtful execution.
- Translate strategy into clear problem statements, prioritized roadmaps, and measurable value.
- Keep teams close to real workflows through continuous discovery, operational immersion, and cross-functional engagement.
- Build a metrics framework focused on service quality, speed, reliability, and customer impact.
- Partner closely with engineering, design, and data to deliver scalable and cohesive solutions.
- Lead ecosystem simplification and modernization where tools or workflows are fragmented or outdated.
Requirements
- 10+ years of experience in product management with a track record of leading teams to deliver complex, high-impact products.
- Strong history of defining long-term product vision, shaping multi-year roadmaps, and influencing senior leadership.
- Exceptional product thinking grounded in user insight, data, and strategic prioritization.
- Ability to synthesize dynamic or ambiguous environments into clear, actionable direction.
- Comfort working with performance and operational metrics to guide focus and iteration.
- Excellent communication and storytelling skills across technical, operational, and executive audiences.
- Bachelor's degree required
Nice-to-haves
- Experience working on products in service operations, field service, supply chain, workflow orchestration, or operational tooling.
- Familiarity with automation, routing logic, or intelligent workflow technologies.
- Experience contributing to or helping build a modern product organization.
- Familiarity with applying AI-driven or agentic solutions in real-world product workflows, ideally in operational or service environments.
- Advanced degree in business, engineering, design, or related field preferred.
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