Senior Product Manager, Service Enablement & Operations

Coca-Cola•Atlanta, GA

About The Position

The Senior Product Manager, Service Enablement & Operations helps shape how service work gets done across the operating unit. The role works in complex, evolving problem spaces where customer needs, operational workflows, technology, and data intersect. Rather than inheriting a predefined roadmap, the Product Manager partners with a cross-functional team to identify important problems, discover opportunities through research, and translate insights into products and experiences that create measurable value. The role develops a deep understanding of customers, operators, technicians, service providers, and internal teams. Using observation, research, data, and experimentation, the Product Manager helps the team determine where to invest and how to improve the effectiveness, reliability, and scalability of the service ecosystem. Success calls for strong product judgment, a customer- and user-first mindset, and the ability to create clarity in ambiguous environments. The Product Manager partners with engineering, design, analytics, and business partners to define strategy, align on outcomes, and deliver impactful solutions. The role is part of a small, empowered product team that discovers needs, tests ideas, makes informed trade-offs, and improves outcomes through learning and iteration. This is a Director-level role (Career Framework - C). The position is based in Atlanta, United States, with 0%–25% travel required and no relocation provided. Applicants must be authorized to work full-time in the United States without requiring Coca-Cola Company sponsorship.

Requirements

At least 5 years in product management or related fields such as engineering, design, data, or research.
Bachelor’s degree or equivalent practical experience.
Demonstrated success shaping and shipping digital products that meet user needs and deliver business impact.
Proficiency in modern discovery and delivery practices.
Strong analytical thinking and comfort using data and experimentation in decision-making.
Clear, compelling communication with technical and non-technical audiences.
Ability to balance multiple priorities and make thoughtful trade-offs in complex environments.
Currently authorized to work in the United States on a full-time basis and must not require Coca-Cola Company sponsorship to continue working legally in the United States.

Nice To Haves

Experience building products in operationally complex environments such as field service, logistics, supply chain, customer support, workforce enablement, or enterprise operations.
Familiarity with workflows such as installation, repair, diagnostics, preventive maintenance, or parts management.
Exposure to tools used by distributed technicians or contractors, such as work order management, routing, documentation, or compliance systems.
Understanding of how technical service teams coordinate with internal operations and customer-facing teams.
Comfort designing for users who work in varied environments and rely on mobile or on-the-go tools.

Responsibilities

Own the vision, outcomes, and roadmap for a portfolio of products and experiences within the Service Enablement & Operations domain.
Partner with the team to identify and define important customer and business problems to solve.
Use customer and user insights, operational data, and business strategy to evaluate opportunities and prioritize investments.
Define success through measurable outcomes and clear product metrics.
Balance near-term improvements with longer-term opportunities that drive sustainable value.
Lead discovery through customer research, field observation, data analysis, experimentation, and rapid learning cycles.
Develop a deep understanding of users, their goals, workflows, and pain points, and translate insights into product strategy, priorities, and outcomes.
Partner with engineering, design, and analytics to deliver valuable, usable, feasible, and viable solutions.
Use data and user feedback to evaluate and improve product performance.
Frame opportunities, test assumptions, and guide teams toward evidence-based decisions in ambiguous environments.
Build empathy for customers, operators, service providers, technicians, and support teams who rely on the products.
Understand end-to-end workflows and identify opportunities to reduce friction, improve efficiency, and create better experiences.
Explore opportunities to use data, automation, AI, and emerging technologies to improve decision-making and outcomes.
Ensure solutions create value for users while supporting broader business objectives.
Partner with business stakeholders and adjacent product teams to align on outcomes and priorities.
Build stakeholder alignment without relying on formal authority.
Communicate priorities, trade-offs, and decisions clearly and with conviction.
Contribute to a culture of learning, accountability, and continuous improvement within the product organization.