• Director, Product Management - Professional Services

    Job Locations US-MA-Boston | US-PA-Cranberry TWP
    Job ID
    Product Management
  • Overview

    Continuum is looking for a leader to scale our Professional Services business. We are looking for a great product leader who thinks “market first” to drive the product strategy, roadmap, and delivery of our services product line. By developing the right strategy, this leader will be able to leverage Continuum’s existing relationships with over 5000 Managed Service Providers (MSPs) to scale our business.


    Continuum’s services business delivers white-labeled, 24 x 7 technical support to more than 60,000 end users employed by several thousand small- and medium-sized businesses (SMBs) located in the US, UK, and Australia. The Help Desk business has offices in Cranberry Twp, PA; Manila, Philippines; and Mumbai, India, and has grown more than 30% in each of the last two years with similar growth anticipated for the foreseeable future. 


    The Product Management Director for Professional Services will be the voice of the customer, will have a passion for business, and will demonstrate creativity developing solutions. S/he will be responsible for defining and managing profit and loss (P&L) targets for the business line. 



    • Define the strategy for Continuum to expand our service offerings for Managed Service Providers (MSPs) to service SMBs.
    • Own business-line P&L and non-financial business objectives for Professional Services.
    • Collaborate with executive stakeholders to identify the necessary investments to grow and scale Continuum’s services business.
    • Access different pricing and packaging approaches to maximize Continuum’s profitability while expanding value delivered to our MSPs.
    • Work with technical leads on the service delivery teams to identify opportunities for automation and artificial intelligence to improve service delivery quality and margins.
    • Construct and drive the roadmap for Continuum’s Professional Services offerings.
    • Serve as an internal and external evangelist for the product.
    • Represent the company at trade shows and alongside sales at customer visits.
    • Work with Marketing and Sales to ensure Continuum’s Professional Services offerings are positioned and sold correctly.




    • 10+ years of B2B software product management experience.
    • Ownership of P&L for a service-centric product line.
    • Experience evaluating and implementing various pricing and packaging options.
    • Experience creating value propositions and supporting messaging for a service-centric product line.
    • Ability to make data-driven decisions and confidently use professional judgment when data is incomplete or unavailable.
    • Ability to conceptualize, negotiate, and sell ideas internally and externally.
    • Strong analytical skills, with excellent problem-solving abilities amid ambiguity.
    • Thinks customer-first, from the outside-in.
    • Excellent oral and written communication skills.
    • Ability to travel up to 15%.
    • Experience with the MSP market is a plus.


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