SMS Assist
Chicago, IL
Remote

Director of Product at SMS Assist

| Chicago
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SMS Assist’s vision is to make every property better. We serve more than 186,000 commercial and residential properties nationwide. We connect property owners in industries like retail and restaurant with a dense affiliate network that specializes in more than 45 trades like landscaping, plumbing, HVAC, and more. Our customer service organization leverages our proprietary One by SMS Assist cloud platform to process thousands of work orders on a daily basis.

 

Every day we strive to provide the best service to our customers through an entrepreneurial spirit, a passion for service, teamwork, and integrity. We offer a game room, fitness center, bike garage, SMS Serves philanthropy program, company events, a fun location along Chicago’s Magnificent Mile, and more. SMS Assist is a Moxie Awards winner, Chicago Innovation Awards winner, a Top 100 Digital Company in Chicago and has been named to the Forbes Cloud 100 list for all four years of its existence! The list ranks the top 100 private cloud companies across four factors: market leadership, estimated valuation, operating metrics, and culture.

 

Summary

 

The Director of Product Management is responsible for developing and executing SMS Assist’s product strategy in the service of our commercial and residential business units. This leader will help build a learning technology platform that makes every work order better than the last and SMS Assist the industry’s path of least resistance for multi-site property maintenance. This role is responsible for collaborating with a cross-functional team of engineers, designers and business stakeholders to prioritize and deliver software that streamlines work processes.  The Director will enable SMS Assist, their partners and their customers to drive quantifiable performance and efficiency improvements in their property management operations. This role will also be responsible for contributing to SMS Assist’s Corporate and Product Strategy and ensuring continued alignment between the product roadmaps, the company’s business objectives and the needs of the respective business units. The Director of Product Management will report to the Chief Product Officer.

 

Responsibilities

  • Proven ability to simultaneously lead multiple cross-functional teams in iterative and incremental discovery of end user requirements in a dual track scrum operating model
  • Deliver value across a portion of the SMS Assist product portfolio acting either as an individual contributor or a supervisor of other Product Managers
  • Collaborate across the product organization to deliver value to our commercial and residential customers
  • Directly facilitate solution design sessions involving senior executive representatives from our customers or customer-prospects
  • Excellent ability to manage multiple priorities and effectively deliver in a fast-paced, dynamic environment
  • Ability to effectively communicate at all levels of the organization, including C-level, in both technical and business terms
  • Ability to identify stakeholders, build relationships, and influence others to get work done
  • Prioritizing all of the above to ensure the most urgent and valuable work is getting done first
  • Experience in corporate and/or customer support operations
  • Travel requirements: less than 30%

 

   Professional Skills

These are the professional skills we would expect from an individual fully established in this role.

  • Customer Service – Expert
  • Verbal Communication – Expert
  • Written Communication – Expert
  • Teamwork – Expert
  • Relationships – Expert
  • Organizational Awareness – Expert
  • Learning Agility – Expert
  • Analysis – Advanced
  • Problem Solving – Expert
  • Process Orientation – Advanced
  • Prioritization – Expert

 

Role Specific Skills

  • Apply systems-thinking to guide multiple scrum teams to act in concert in delivering complex value while minimizing cost and risk
  • Build a prioritized backlog of capabilities that meet both internal and external customer needs
  • Collaborate with key business partners and stakeholders to discover their true requirements and articulate in well-written user stories
  • Create product roadmaps that represent the highest and best use of resources over time
  • Work with software engineering, operations personnel, and other product managers to ensure on-time delivery of product software features
  • Define and continually analyze KPIs that inform a product’s success in achieving its business purpose
  • Evolve product strategy based on market and competitive research, internal operations data analysis, and industry trends
  • Collaborate with C-Level executives in humble confidence
  • Strong systems-thinking skills
  • Strong communication skills—able to make the complex simple; can describe technical matters in terms of business implications and quickly translate business needs into technical requirements; is known to be a great listener

 

People Management Skills

  • Advanced proficiency in all people management processes, including recruitment, performance management and reward
  • Advanced proficiency in building, growing and developing a team; including department structure design and resourcing
  • Advanced proficiency in coaching and developing individual team members to reach their potential
  • Proficient in engaging multiple teams through communication, processes, personal impact and influence

 

Qualifications

    Minimum Qualifications

  • Bachelor’s degree in Software Engineering, Computer Science or related disciplines
  • MBA or equivalent
  • 10+ years of experience in hardware or software product development, business analytics, strategy or equivalent professional background
  • 5+ years of experience in product management
  • Scrum Alliance Certified Product Owner or ScrumMaster preferred

­­­

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

 

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

 

This position is not eligible for visa sponsorship.

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Where we are

875 North Michigan Avenue , Chicago, IL 60611

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
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What are SMS Assist Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
SMS Assist's team fitness initiatives include In-office yoga, in-office fitness classes, and sponsored race teams.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table.
Happy Hours
Happy hours are hosted At team's discretion.
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Paid industry certifications

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

Jobs at SMS Assist
22

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Data + Analytics
Design + UX
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Account Representative - 10:00 AM - 7:00 PM CST

SMS Assist
Chicago
5 days ago
+48
The Account Representative is responsible for the day to day delivery of facilities services to a number of major client sites within a geographic territory. This role plays an integral part in client account management, operational support, and financial success for the assigned client base. This role also works closely with multiple internal and external stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to client operations. The role is based at our corporate headquarters with travel to client sites as needed.

VP of Sales Management

SMS Assist
Chicago
5 days ago
+48
The Vice President of Sales, Management provides strategic leadership, expertise, and sets the tone for Sales success and business growth, professional behavior, continuous improvement and values in the Sales team. They ensure alignment to the strategic direction of the business in a complex, ever changing environment. They manage the internal sales teams to ensure continuous activity, productivity, predictability, and compliance while maintaining a culture of high integrity and accountability. They maintain effective and collaborative relationships internally across SMS departments, adding value and knowledge to discussions. Leading and motivating the Sales Teams to deliver target growth, expand the client base and driving high operational output and performance they ensure delivery of the bookings plan as agreed with Senior Leaders and the Board. This individual will serve as a point of contact for executive leaders and influencers at our key customer targets while leading complex and innovative strategic sales initiatives that add value for our customers and SMS.

Software Developer II - Mandarin Preferred

SMS Assist
Chicago
5 days ago
+48
The Software Developer supports the Product and Technology Department by managing day to day activities within the organization's software development function. The Software Developer reports to senior team members and is part of an agile development team building and working on enterprise grade software. Software Developer is involved in all areas of development from design to development to testing.

Senior Software Developer I - Mandarin Preferred

SMS Assist
Chicago
5 days ago
+48
The Senior Software Developer supports the Product and Technology Department by managing day to day activities within the organization's software development function. Senior Software Developer is part of an agile development team building and working on enterprise grade software. Senior Software Developer is involved in all areas of development from design to development to testing. They lead a small team of Software Developers.

Billing Representative

SMS Assist
Chicago
5 days ago
+48
Review invoices for pricing, margins, rates, and fund allocation accuracy prior to submission. Review invoice discrepancies per standard procedures; resolves or escalates discrepancies for further review. Submit billing invoices through the company custom software system. Provide backup support by receiving and resolving vendor calls regarding services and billing expectations. Contact vendors to obtain appropriate documentation and adjustments on previously rejected invoices. Contribute to team efforts by accomplishing specialized billing tasks with efficient and accurate results. Foster a positive team environment. Ensure confidentiality of internal and external data. Perform ad-hoc projects and other duties as assigned.

Manager of Learning Experience Design

SMS Assist
Chicago
6 days ago
+48
The Manager of Learning Experience Design (LX) is responsible for the effective performance of the Learning Experience (LX) Design service within SMS Assist, including the definition of learning standards, processes, and tools, liaising with departments to ensure learning needs are analyzed and met, and providing leadership to the LX team. The LX Manager helps define, build, and support the organization’s learning and development strategy.

Service Delivery Manager

SMS Assist
Chicago
6 days ago
+48
The Service Delivery Manager is responsible for driving profitable business results and operational excellence by creating and developing relationships with clients and delivering service that exceeds expectations. Their main focus is to act as a voice of the client to internal stakeholders, as well as driving a two-way relationship back to the client. This role serves as a key client contact and works with Sales, Operations, Legal and Technology to deliver an excellent client experience.

Senior DevOps Engineer II

SMS Assist
Chicago
1 week ago
+48
The Senior DevOps Engineer II supports the Product and Technology Department by developing and building IT solutions, installing and configuring solutions, and implementing reusable components. They will also translate technical requirements, assist with all stages of test data, develop interface stubs and simulators, and perform script maintenance and updates. This candidate must have experience in designing and implementing cloud solutions in Azure or AWS public cloud. 

Account Representative (Nights)

SMS Assist
Chicago
1 week ago
+48
The Account Representative is responsible for the day to day delivery of facilities services to a number of major client sites within a geographic territory. This role plays an integral part in client account management, operational support, and financial success for the assigned client base. This role also works closely with multiple internal and external stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to client operations. The role is based at our corporate headquarters with travel to client sites as needed.

Inside Sales Representative

SMS Assist
Chicago
1 week ago
+48
The Inside Sales Representative is responsible for sourcing prospective clients and creating interest of how SMS Assist services can benefit their organization. This position is an enterprise role working with sales, marketing, clients and prospective clients to build a sales pipeline. The position reports to the Manager of Inside Sales and Lead Generation and will serve as a support role for all Vice Presidents of Sales.

Sales Strategy and Operations Analyst-1

SMS Assist
Chicago
1 week ago
+48
The Sales Strategy and Operations Analyst supports all sales strategy, operations, and pricing execution for the department. This role is responsible for activities such as: implementation of account segmentation, sales coverage models, sales capacity, compensation models, and overall performance analytics. This role assists in defining market competitive pricing strategies / tactics that maximize value proposition and ensure appropriate margin requirements are met across all client segments and product areas. The Sales Analyst works closely with a number of internal departments such as Sales, Affiliates, Operations, Product and Finance.

Senior Software Developer I - Mandarin Preferred

SMS Assist
Chicago
1 week ago
+48
The Senior Software Developer supports the Product and Technology Department by managing day to day activities within the organization's software development function. Senior Software Developer is part of an agile development team building and working on enterprise grade software. Senior Software Developer is involved in all areas of development from design to development to testing. They lead a small team of Software Developers.

Asset Manager

SMS Assist
Chicago
1 week ago
+48
The Asset Manager is responsible for developing and managing SMS Assist asset management programs, implementing technology and strategic relationships to reduce expenses, improving product quality and accessibility. Specifically, they are tasked with developing standard performance metrics and reporting to provide local leadership with the visibility necessary to evaluate and drive improvement in the asset retention and protection, and structure cost effective programs with suppliers that meet local and remote operational demands and drive product quality and consistency.

Talent Development Manager

SMS Assist
Chicago
1 week ago
+48
This position is responsible for managing the strategy and implementation of processes and programs within the areas of performance management, talent management, development, and culture. This role will partner closely with HR Business Partners, Training, and business leaders to identify learning needs and define key programs that directly support business objectives and goals. This position will build our talent management strategy.

Sales Director - Residential

SMS Assist
Chicago
1 week ago
+48
Deliver Revenue: Responsible for selling services and solutions into the C-Suite of target REITs, institutional investors and property managers across various real estate assets classes with a focus on residential. Maintain Customer Relationships: Maintain a thorough understanding of the customer’s structure and leadership, with the ability to influence key decision makers.  Identify and deliver on any opportunities to increase SMS Assist’s suite of offerings to existing customers. Keep Current on Industry/Customer Data: Maintain up-to-date, detailed customer knowledge and industry data. Read and research all relevant trade and industry materials, publications, news, etc.  Serve as an active member of groups and associations related to the industry and relevant customers.  Must be a ‘student’ of the residential real estate sector, the “proptech” sector and other related sectors. Ensure confidentiality of internal and external data. Perform ad-hoc projects and other duties as assigned. Expected Travel Time: 25-50% of the time typically on 1-3 day trips.

Vendor Recruiter Lead

SMS Assist
Chicago
2 weeks ago
+48
Lead the team of Vendor Recruiters to meet all targets by both removing barriers and building creative new vendor recruiting tactics and supporting growth strategies of the business. Establish a program plan and targets to proactively address all vendor needs of the business. Build new vendor networks in markets where new business is anticipated. Ownership of monitoring and driving program metrics, including status reporting to leadership and key stakeholders. Ensure new vendors are aware of performance expectations and equipped to successfully perform services. Develop a plan for oversight and coaching to affiliates during initial work orders.

Sales Director

SMS Assist
Chicago
2 weeks ago
+48
Deliver Revenue: Responsible for selling the full outsourced solution into the C-Suite or an “a la carte” single line of business to operations/procurement.  Maintain Customer Relationships: Maintain a thorough understanding of the customer’s structure and leadership, with the ability to influence key decision makers.  Identify and deliver on any opportunities to increase SMS Assist’s suite of offerings to existing customers. Keep Current on Industry/Customer Data: Maintain up-to-date, detailed customer knowledge and industry data. Read and research all relevant trade and industry materials, publications, news, etc.  Serve as an active member of groups and associations related to the industry and relevant customers.  Must be a ‘student’ of the residential market and other related industries. 

Attorney - Contract Manager

SMS Assist
Chicago
2 weeks ago
+48
The Attorney, Contract Manager role supports the business by reviewing, managing, and negotiating commercial agreements as part of the Legal Department. This includes negotiating agreements directly with suppliers, working with senior attorneys on more complex agreements, ensuring efficient management of the contracting process, and accurately documenting each contract. The role will require diligence, teamwork, and strong project management skills to advance multiple projects to completion and work seamlessly across all business units to ensure quick turnaround of agreements.

Director of FP&A

SMS Assist
Chicago
2 weeks ago
+48
The Director of FP&A (Financial Planning & Analysis) is responsible for driving profitable business results and operational excellence by leading the financial support to SMS’ business units and providing in depth financial performance and operating metrics. This individual will maintain relationships internally within SMS operations, affiliate teams, and management. 

Senior Business Analyst

SMS Assist
Chicago
2 weeks ago
+48
The Senior Business Analyst is responsible for supporting operations by providing meaningful and actionable analytics. This role is assigned to a specific division and is responsible for driving operational and financial improvement. The role also partners with divisional leadership and additional departments to define and review analytics aimed at process improvement and efficiency.

Product Manager I

SMS Assist
Chicago
3 weeks ago
The Product Manager I is responsible for executing SMS Assist’s product strategy for a business area that helps secure the company’s role as the industry’s path of least resistance for multi-site property maintenance. This role is responsible for collaborating with a cross-functional team of engineers, designers and business stakeholders to prioritize and create innovative operational experiences that enable SMS Assist, their partners and their customers to drive quantifiable performance and efficiency improvements their property management operations. This role will leverage operations knowledge and metrics in all areas of the business to accomplish these goals.  The Product Manager will also contribute to SMS Assist’s Corporate and Product Strategy and ensure continued alignment between their product roadmap and the company’s business objectives.

Product Manager II

SMS Assist
Chicago
3 weeks ago
The Product Manager II leads and collaborates with various local and overseas teams and stakeholders to deliver value to customers, affiliates and internal users through delivery of well-defined, appropriately-prioritized and human-centric product solutions.