Product Manager, Services

Description

The product manager for services at the Bioprocess Design Center owns service offerings from first idea through launch and ongoing management. You connect customer needs and technical capability to offerings that scale and sell well.

You work with the center's innovation and technical teams and with commercial, marketing, finance, quality, legal and other groups. You guide new service concepts through stage-gate development, launch and portfolio management.

Success means launching differentiated services on time, moving concepts through stage-gates quickly, driving customer adoption, pipeline and revenue, and keeping project intake, release packages and service processes consistent.

Responsibilities

• Own the full lifecycle of center service offerings, from spotting market and customer needs through development, launch and continuous improvement.
• Work with innovation and technical teams to turn new capabilities and customer needs into clearly defined, scalable services.
• Lead the commercial side of stage-gate reviews, covering customer voice research, market assessment, customer requirements, value proposition, business case, pricing and launch readiness.
• Set service requirements and put documentation and processes in place so delivery stays consistent.
• Build and maintain the service roadmap, identifying new offerings, enhancements and portfolio changes based on customer needs, market trends and business goals.
• Develop a detailed understanding of biotech and biopharma customers, including their workflows, unmet needs, buying behavior and decision criteria, through direct contact, customer research and work with sales.
• Define customer and market segments, and select priority segments, applications and use cases.
• Write value propositions, positioning and messaging that explain what each offering delivers for customers and the business.
• Run market and competitor assessments to find trends, gaps and areas of differentiation.
• Turn customer insight into clear requirements and recommendations for technical and commercial teams.
• Lead go-to-market strategy and execution for new and existing offerings.
• Plan launches with marketing, commercial and technical teams, covering positioning, pricing, sales enablement, customer materials, training and launch communications.
• Work with regional and global sales teams to build awareness, create demand and help customers adopt offerings.
• Build tools and training so sales and technical staff can identify good opportunities, explain value and position services well.
• Join customer and sales conversations on strategic opportunities and gather feedback to improve the portfolio.
• Set and track KPIs such as pipeline, adoption, conversion, revenue and customer satisfaction.
• Own the commercial framework for live offerings so they can be positioned, sold, started, delivered and supported consistently.
• Build and maintain the project intake process, including customer qualification, required project information, scope definition and handoffs between commercial and technical teams.
• With technical, quality, legal and other functions, set standard project release packages and customer deliverables for each offering.
• Set requirements and governance for customer project documents, including data management and retention policies, with the right stakeholders.
• Find ways to improve delivery, customer experience, scalability and efficiency as the portfolio grows.
• After each delivery, collect feedback from customers, commercial and technical teams and feed it into enhancements and roadmap priorities.
• Build business cases, financial models, forecasts and pricing recommendations to support investment and commercial decisions.
• Track portfolio performance and recommend changes to improve adoption, customer value, revenue, profitability and overall effectiveness.
• Lead cross-functional teams and influence stakeholders across innovation, R&D and technical, commercial, marketing, finance, quality, legal, customer service and operations.
• Act as the main product management link between the technical organization and commercial teams.
• Keep the customer voice central throughout service development and lifecycle management.

Requirements

• Bachelor's degree required in biology, chemistry, biochemistry, chemical engineering, biotechnology, business, marketing or another relevant scientific or business field.
• An MBA or advanced degree in a scientific or business field is preferred.
• At least 5+ years of experience in product management, product marketing, commercialization, market development, services or a similar commercial role.
• Experience in life sciences, biotechnology, biopharmaceutical development or manufacturing, or bioprocessing is strongly preferred.
• A track record of developing and launching new products, services or customer solutions.
• Experience with product lifecycle management and stage-gate development.
• Experience running Voice of Customer research and turning customer needs into product or service requirements.
• Experience developing value propositions, customer segmentation, positioning and go-to-market strategy.
• Experience working directly with customers and commercial teams.
• Experience leading cross-functional initiatives in a complex, matrixed organization.
• Strong customer focus, with the ability to understand complex scientific and technical workflows and turn them into differentiated commercial offerings.
• A commercial mindset that links customer needs, technical capability and business value.
• Strong product and project management skills to run several initiatives from concept through commercialization.
• The ability to write clear value propositions and explain technical capabilities in customer-relevant terms.
• Strong analytical skills in market analysis, financial modeling, forecasting, pricing and business case development.
• The ability to influence cross-functional teams and drive accountability without direct authority.
• Excellent written and verbal communication with technical experts, commercial teams, customers and senior leaders.
• A self-starter who can build structure in a developing environment, set up processes and deliver with limited supervision.
• Strong attention to detail and a commitment to scalable, repeatable processes and customer experiences.
• Knowledge of upstream and/or downstream bioprocessing workflows is preferred.
• Familiarity with biopharmaceutical development and manufacturing processes and cGMP environments is preferred.

Conditions

Standard schedule, Monday to Friday.

Office-based role.

The estimated salary range for this role in Massachusetts is $114,600.00 to $171,900.00.

The role may be eligible for a variable annual bonus based on company, team and/or individual performance, in line with company policy.

Benefits

• For U.S. employees: a choice of national medical and dental plans, a national vision plan and health incentive programs.
• Employee assistance and family support programs, commuter benefits and tuition reimbursement.
• At least 120 hours of paid time off (PTO), 10 paid holidays a year, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability, in line with company policy.
• Retirement and savings programs, including a 401(k) plan.
• An Employee Stock Purchase Plan (ESPP) that lets eligible employees buy company stock at a discount.