Product Manager

Hmixray; Somerville (MA); Remote; USD 120,000 - 150,000; Full time

Job summary

A leading company is seeking a Service Product Manager to drive the strategy and delivery of cloud-native services like Kubernetes and cloud storage. This role involves designing scalable service models, enhancing service reliability, and improving customer experience through collaboration with engineering and operations teams.

Qualifications

• 10+ years of experience in product management or service management roles.
• Strong understanding of cloud-native technologies including Kubernetes and virtualization.

Responsibilities

• Define and own the end-to-end service product strategy for cloud-native offerings.
• Collaborate with engineering and operations to ensure services are reliable.
• Partner with CX teams to monitor and improve the customer journey.

Skills

Communication

Stakeholder Management

Cloud-native Technologies

DevOps

Education

Bachelor’s Degree in Computer Science

Master’s Degree (preferred)

Tools

Prometheus

Grafana

Red Hat OpenShift

KubeVirt

SUSE Harvester

Job description

Responsibilities

Job Summary

We're looking for a Service Product Manager to own the strategy and delivery of cloud-native service offerings like Kubernetes and cloud storage. This role focuses on designing scalable service models, ensuring support readiness, and driving a seamless customer experience. You’ll work closely with engineering, operations, and CX teams to enhance service reliability and drive continuous improvement.

Essential Duties and Responsibilities

1. Product Lifecycle & Service Strategy

• Define and own the end-to-end service product strategy for cloud-native offerings (e.g., Kubernetes,storage platforms, virtualization).
• Design scalable onboarding, deployment, and support models for cloud-based products.
• Collaborate with engineering and operations to ensure services are reliable, observable, and easy to maintain.
• Develop service KPIs, SLAs, and SLOs in alignment with customer expectations and business objectives.

1. Cross-Functional Collaboration

• Work closely with engineering, SRE, support, sales engineering, and customer success to ensure serviceability and support readiness.
• Serve as the voice of the customer during product planning and incident reviews.
• Lead creation of service documentation, onboarding playbooks, and runbooks for internal teams.

1. Customer Experience & Enablement

• Partner with CX teams to monitor and improve the customer journey from activation through long-term adoption.
• Incorporate feedback from client engagements, support tickets, and usage metrics to continuously improve service offerings.
• Coordinate launch readiness across internal stakeholders including training, documentation, and success criteria.

1. Service Innovation

• Identify gaps in current offerings and propose new service products, tiers, or capabilities.
• Stay abreast of cloud technology trends and ensure service design evolves with the product roadmap.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

• Bachelor’s Degree in Computer Science, Engineering, or related field. Mater’s preferred.

• 10+ years of experience in product management, service management, or technical program management roles.
• Strong understanding ofcloud-native technologies, includingKubernetes,cloud storage, andvirtualizationplatforms.
• Proven experience designing and scaling support models forSaaS,IaaS, orhybrid-cloudproducts.
• Familiarity with monitoring/observability tools (e.g.,Prometheus,Grafana) and incident management best practices.
• Exceptional communication and stakeholder management skills.
• Hands-on background in DevOps, QA, or SRE is a plus.
• Experience working with enterprise customers and Fortune 500 service expectations preferred.
• Knowledge of Red Hat OpenShift, KubeVirt, SUSE Harvester, or related cloud platforms preferred.
• Experience with service design methodologies such as ITIL, SRE practices, or customer success frameworks preferred.

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
• Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
• Practices universal safety precautions.
• Promotes good public relations on the phone and in person.
• Adapts and is willing to learn new tasks, methods, and systems.
• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
• Consistently adheres to the time management policies and procedures.
• Completes job responsibilities in a quality and timely manner.

Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally. The position requires the ability to travel ~30% of time.

Working Environment

Remote. This position requires domestic / international travel up to ~30%.

ACCOMMODATIONS
Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.