Senior Product Manager - Fulfillment Platform

Title: Sr. Product Manager

Reports To: Sr. Director, Product

Department: Product & Engineering - Product

Location: Cincinnati, OH or Seattle, WA

Position Status: Salary Exempt

About DMG:

Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country.

We are leading the way with our technology, creating world-class products that are revolutionizing the industry and fulfilling our brand promise of "Uninterrupted Peace of Mind."

DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits.

Job Summary:

DMG's Fulfillment Platform is the orchestration layer that delivers our marketplace value proposition: speed, quality, and cost predictability across every ticket, every trade, every customer.

As a Senior Product Manager on the Fulfillment Platform team, you will own the systems that automate the execution lifecycle from work intake and qualification through assignment, verification, and invoicing. Your mission is to build intelligent automation and decision making that can handle enterprise complexity without slowing down the business.

This is not a "tools for teams" role. You will be building the autonomous fulfillment harness itself: agent workflows, policy systems, guardrails, and decision layers that make automation trustworthy at scale. If you want to work on applied AI in a domain where the output directly impacts customers, providers, and real operations every day, this is that role.

What You'll Do:

• Own and drive the roadmap for DMG's Fulfillment Platform across the full ticket lifecycle, with a clear focus on scale, automation coverage, and operational outcomes.

• Build decision systems that help automation find a path forward, even when customer requirements are complex (customer rules, contract terms, property nuances, service type variance, provider constraints).

• Identify and implement high-leverage AI opportunities, including LLM- and agent-based architectures, to reduce manual work and improve consistency in execution.

• Partner tightly with Operations, Field teams, Sales, and cross-functional product teams to ship end-to-end experiences that improve speed, quality, and predictability.

• Define automation governance and guardrails: confidence thresholds, escalation paths, auditability, and policy change management so the system stays safe and explainable.

• Build the measurement layer for automation performance: real-time visibility into outcomes, exceptions, defect rates, cycle times, and where policies are driving or blocking automation.

• Improve task prioritization and operational clarity by designing systems that reduce variability in how work is processed and surfaced to humans only when needed.

• Write clear product requirements (themes, epics, user stories), align stakeholders, and drive execution from discovery through launch and iteration.

• Evaluate build vs. buy opportunities and partnerships with a practical ROI mindset, and integrate where it accelerates outcomes.

• Create and execute go-to-market plans for major launches, including enablement, documentation, and change management for operational teams.

• Define and own the evaluation strategy for AI-driven automation, including offline test sets, human review workflows, and online monitoring to measure accuracy, reliability, and business impact.

• Establish quality metrics and guardrails for agent decisions (false positives/negatives, confidence thresholds, escalation rules), and continuously tune policies based on outcomes.

• Build feedback loops that turn real operational outcomes into better models and better automation, including defect correlation, exception analysis, and post-launch performance reviews.

• Other duties as assigned by management.

What You Need:

• Bachelor's degree

• 5+ years in product management or 3+ years of relevant experience with an MBA

• Applied experience shipping AI-enabled products, including LLM-driven workflows and/or agentic systems in a production environment (prompting, tool use, routing, guardrails, and iteration).

• Demonstrated ability to evaluate and improve AI system performance using practical measurement techniques (test sets, rubrics, human review loops, online monitoring), with clear ownership of quality metrics and thresholds.

• Proven track record of successful product delivery, even in the face of obstacles

• Demonstrated ability to engage and influence people and teams at every level in the organization

• Ability to communicate effectively with technical and non-technical individuals

• Analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions

• Comfort working with technical systems and data, including APIs, workflow engines, automation logic, and metrics.

• Analytical and quantitative skillset: you use data to define problems, validate decisions, measure success, and drive iteration.

• Clear communication style that works for both technical and non-technical audiences.

• Ability to manage the stress of a fast-paced environment.

• Ability to meet the in-person requirements of the team and/or business needs.

What You'll Get:

At DMG, you'll be part of an amazing team that encourages learning, growth, and advancement. Our company has an entrepreneurial spirit that rewards self-starters and encourages employees to take charge of their own careers.

Some of our many benefits include:

• Health, dental and vision coverage on day 1.
• Dollar-for-dollar 401K match up to 4% of salary with immediate 100% vesting.
• Paid Primary and Secondary Caregiver leave.
• Employee Assistance Program to assist with everyday challenges.
• Paid time off to volunteer.

Divisions Maintenance Group is an equal opportunity employer.