Your Benefits
SES offers eligible employees comprehensive benefits packaging including:
- Medical, Dental, Vision Insurance
- Free Life and AD&D Insurance
- 401K with 4% Company Match
- Paid Time Off -First Year!
- Paid Holidays
Position Summary
Superior Environmental Solutions (SES) is a national industrial and environmental services company with about 950 employees across 30 dispatch branches in 17 states. Roughly 770 of them work in the field as technicians, drivers, warehouse associates, and frontline supervisors. SES is building the Field First Mobile App: a tool that lets a field team member ask a question by voice or text, about safety, equipment, procedures, compliance, HR, or IT, and get the answer a seasoned subject matter expert would give, or a clear path to the right person when the tool does not have an approved answer.
We are hiring an AI Product Manager to own this product end to end: discovery with field crews and department leaders, deciding what the first release answers, directing the content that makes the tool trustworthy, designing how it answers and when it escalates, recommending whether SES builds or buys, leading the pilot, measuring results, and scaling across branches. This person is hands-on. They write the tool's instructions, load and tag content, run the question bank, and read the logs. They do not develop the app; IT/IS, a contractor, or a vendor does that under their direction.
The role sits in Strategic Programs and works closely with the Chief Information Officer and the IT/IS team, who own and approve the technology stack, security, and system connections, and with content owners in HSE, Operations, Fleet, HR, and IT. This is a business-first product role, and success is measured in field outcomes: fewer routine calls to headquarters, time returned to supervisors and crews, faster onboarding, and support departments that absorb company growth without adding headcount. Once the Field First Mobile App is scaling, the role grows to additional AI products for operations and other departments.
Essential duties and responsibilities
- Lead field discovery: branch visits, ride-alongs, and interviews with supervisors, mechanics, and department leaders. Turn what you hear into a ranked list of question types with frequency, risk, difficulty, and first-release fit.
- Take over the pre-hire question inventory (the ten most asked questions from each department) and extend it into product requirements for the first release: topics, which experience launches first (the Field experience on SES tablets or the Administrative portal on any device), pilot branches, sign-in approach, and offline needs.
- Own the product roadmap. Present findings and recommendations to the steering committee and executive sponsors in plain, decision-ready terms.
- Design and own the content library: where approved content lives, how it is structured and tagged, and the governance process for updates, so every document has one named owner and one approved version.
- Work with content owners and subject matter experts to write down SES knowledge in a form the tool can use, including troubleshooting decision trees and who-to-call escalation trees. Write the first topics to set the pattern. Direct a contract technical writer as topic volume requires.
- Use AI to review SES's existing policies, procedures, and manuals before they are loaded. Find gaps, inconsistencies, and conflicts between documents and bring them to the content owner to resolve, so the tool answers from one correct version.
- Write and tune the tool's standing instructions: how it sounds, when it answers, when it says "stop, contact this person," and what it never discusses.
- Build and maintain a question bank of 100 to 200 field questions with known correct answers. Run accuracy and escalation testing before every release and hold the accuracy bar (proposed 90 percent). Review thumbs-down answers weekly and fix the content, tags, or instructions behind them.
- Partner with HSE to flag safety and compliance question types (answer automatically, answer with a caution, or always send to a person) and to check every safety and compliance answer before launch.
- Evaluate build versus buy for each experience. Score vendors, platforms, and AI services on fit for the field (voice, offline use, reading levels, sign-in), cost, and ownership, and bring a recommendation to leadership.
- Direct the build: write requirements and acceptance criteria, run user acceptance testing with pilot supervisors, and manage vendors and contractors to scope, budget, and schedule.
- Partner with the CIO and IT/IS on security, sign-in, hosting, data governance, and system connections. IT/IS approves the technology stack.
- Manage the program plan, budget, risks, and stage gates from discovery through pilot to scale. Report progress and results to sponsors monthly.
- Run the 90-day pilot at two branches with a weekly fix cycle. Prepare the readout and the scale decision.
- Lead adoption: co-design with pilot supervisors and Superior Leaders graduates, train branch champions, and build job aids that work for varied reading levels and gloved hands.
- Baseline and measure results: calls and tickets reaching headquarters, time returned to the field, onboarding speed, and avoided headcount growth in support departments.
- Scale in small steps: branches in waves, new topic areas, then system look-ups and actions one at a time, then Spanish. Prove each step before adding the next.
- After the Field First Mobile App is scaling, identify and lead additional AI products for operations and other departments using the same discovery, content, and testing method.
Education and Experience
Required
- Bachelor's degree in Business, Engineering, Information Systems, Computer Science, or a related field, or equivalent experience.
- 5+ years in product management, program management, or technology implementation, including at least one product or tool shipped to a few hundred non-technical users and carried through adoption.
- Hands-on experience building a working AI assistant or automation with a large language model: writing its instructions, organizing content so it can find the right passage, connecting it to at least one live system, and testing it with users.
- Demonstrated ability to spend time with frontline workers, earn their trust, and turn what they say into requirements.
- Experience leading cross-functional work with IT, vendors, and department leaders, including budgets, vendor evaluation, and stage-gate plans.
- Clear writer and presenter who can brief an executive team and a crew lead in the same week.
- Able to travel 25 to 40 percent.
Preferred
- Experience in industrial services, construction, field service, utilities, fleet, or manufacturing with a frontline workforce.
- Experience with AI assistants that answer from a company's own documents (knowledge bases, search indexes, question banks for testing) and with escalation or guardrail design.
- Familiarity with Claude, Microsoft Copilot Studio, Amazon Bedrock, Salesforce Agentforce, or ready-made frontline platforms such as MangoApps, Beekeeper, or WorkJam.
- Familiarity with Salesforce, Microsoft 365, ADP, Zendesk, Samsara, or similar systems.
- Technical writing or instructional design experience with procedures and decision trees.
- Spanish proficiency.
Key qualities for success
- Field first. Chooses a day with a crew over a day in a conference room, and comes back with the ten questions that matter.
- Owner. Takes the product from idea to measured results and holds the accuracy bar under schedule pressure.
- Plain speaker. Explains what the tool does, and does not do, to a technician and to the CEO without jargon.
- Builder. Comfortable writing instructions, tagging content, running tests, and reading logs, not only planning the work.
- Careful with safety. Understands that the tool must say "stop and contact this person" rather than guess, and designs for that.
- Gets others to deliver. Keeps content owners, IT/IS, and vendors on schedule without having authority over them.
- Small steps. Proves one thing works in the field before adding the next.
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. The position will also undertake other responsibilities and duties that may be assigned by SES from time to time.
SES is an Equal Opportunity Employer and complies with all federal, state, and local employment laws, including the Americans with Disabilities Act (ADA). Reasonable accommodations will be made for qualified individuals with disabilities to perform essential job functions.
SES provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local laws.
This job description is not a contract of employment. Employment is at-will and may be terminated at any time with or without cause.
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