At Glacier, we are taking on one of the world's most pressing problems: trash. Did you know that in the US, we send over half of our recyclables to the landfill? We're hoping to fix that. In doing so, we'll also be reducing carbon emissions, energy consumption, and depletion of natural resources.
Glacier builds custom sorting robots designed to sort apart recyclables as well as AI-powered business analytics that enable recyclers to superpower their plants and improve our society's circularity. These two products together are helping to divert tons of recyclables (literally.) from landfills every day.
About us:
- Our founders come from Facebook engineering and Bain consulting.
- We're backed by top-tier VCs with extensive technical and industry expertise.
- We have a fleet in production and a robust pipeline of upcoming deployments.
About the role:
- As we scale, we're looking for a Service Product Manager to ensure our deployed machines meet performance goals, create customer support processes, and drive continuous improvements in reliability and service (think product as a service.).
- You will be responsible for the rollout processes for new hardware and owning product development around service and support initiatives.
- This role is highly cross-functional, requiring collaboration with engineering, field operations, customer success, PMs and account management to drive operational excellence and ensure a seamless customer experience ensuring all parts of the org are in sync and the right decisions are getting made.
- You'll analyze performance data, manage escalations, lead process improvements, and help define service offerings-all with a focus on maximizing uptime, reliability, and customer satisfaction. This role requires a blend of technical understanding, business acumen, and a customer-centric mindset to ensure our fleet operates at peak efficiency.
- You will work closely with our robotics PM and Director of Customer Success to ensure the development of new features on the robotics roadmap and enable support of the growing fleet.
Key Responsibilities:
Fleet Performance & Reliability
- Monitor and analyze our fleet data to ensure uptime and performance meet KPIs.
- Lead data-driven efforts to diagnose and resolve fleet-wide issues, working closely with engineering (SWE, robotics, data) and field service (FSE, On-Call teams).
- Provide fleet updates to company leadership and reliability reports to account management teams.
- Work with Robotics PM to determine changes to the Robotics roadmap due to reliability and service needs.
Support & Issue Management
- Project manage support teams (FSE, On-Call), ensuring timely resolution of customer issues and escalations.
- Triage technical and operational issues, escalating product improvements to robotics, data, and UI product teams as needed.
- Build and refine support escalation strategies to optimize response times and customer experience.
Customer-Focused Service Offerings
- Collaborate with sales and field service to define and evolve support subscription packages.
- Own the customer request process, prioritizing product updates and fleet optimizations based on impact.
- Ensure customer-facing communications and support offerings align with product capabilities and market needs.
Operational & Process Improvements
- Drive automation and process improvements to streamline fleet monitoring and issue resolution.
- Own the transition of products from R&D to full-scale deployment, working with robotics PMs to define rollout and pilot strategies.
- Establish structured workflows for managing product escalations, deployments, and fleet-wide updates.
What You Bring:
- 5+ years in operations, engineering, project management, technical program management, or product or product-adjacent roles-with at least 3 years in a dedicated product management capacity.
- Background in hardware/software product management or robotics experience
- Experience defining support processes, escalation strategies, or service-level agreements (SLAs).
Customer-Obsession
- Strong intuition for customer needs and a problem-solving mindset to drive service reliability and operational efficiency.
Data-Driven & Process-Oriented Mindset
- Analytical mindset with the ability to identify trends, diagnose issues, and drive improvements.
- Comfort balancing immediate operational needs with long-term strategic improvements.
Cross-Functional Leadership
- Excellent communication skills, able to translate technical insights for non-technical stakeholders.
- Experience working across engineering, field service, manufacturing and customer success
- Comfortable operating in ambiguity, creating structure where needed.
Nice to have
Why Join Us?
- Mission-Driven Work - Be part of a company dedicated to sustainability and ending waste.
- Cross-Functional Impact - Work at the intersection of product, operations, engineering, and customer success.
- Fast-Paced Growth - Help scale and optimize a cutting-edge robotics fleet in the recycling industry.
Compensation:
The total cash compensation range for this role is $110,000 - $130,000. In addition to cash compensation, Glacier also offers competitive equity compensation and benefits. The final compensation for this role will depend on many individualized factors, including job-related skills and knowledge, experience level, interview performance, and other factors.