Note: The job is a remote job and is open to candidates in USA. ServiceTitan is building the operating system for the trades, and they are seeking a Staff Product Manager for Communications Intelligence. The role involves owning the product vision, strategy, and execution for the data and reporting layer across their Communications & Contact Center portfolio.
Responsibilities
- Define and own the multi-year vision and integrated roadmap for communication data, operational reporting, dashboards, APIs, Voice Intelligence, and AI-powered insights as one cohesive, mission-critical product area
- Establish domain-level success metrics and multi-quarter objectives spanning communication data accuracy, reporting trust, API adoption, AI quality, agent performance, and customer outcomes
- Spend time with Contact Center managers, supervisors, business owners, and internal operators to understand how they run the business, identify the reports and tools they actually need, and translate those needs into a clear investment thesis and prioritized roadmap
- Lead high-impact initiatives that create step-function improvements in how ServiceTitan captures, understands, and activates communication data
- Own the product strategy and quality bar for the Call Archive database, CommHub Messages database, Interaction Service database, Conversation Attribution Service database, and unified conversation history
- Define the canonical cross-channel data model that consistently represents calls, texts, emails, participants, interactions, attribution, outcomes, and conversation context
- Drive communication data accuracy, completeness, lineage, retention, observability, and consistency across voice, text, email, and future channels
- Prioritize and own internal CommHub APIs, communication event streaming, and the reporting pipeline into Snowflake so reporting products, AI systems, AgentOS, and downstream product teams receive trusted, discoverable, well-defined communication data
- Define the product contract for RTC, CommHub, Contact Center, AgentOS systems, API layer and other ServiceTitan products consuming communication data
- Partner deeply with engineering, data, analytics, and AI leaders to resolve cross-system dependencies and make scalable architectural trade-offs
- Own and continuously prioritize the portfolio of Contact Center and Communications KPI reports, operational dashboards, and management tooling built on shared Communications Platform data across calls, texting, and email
- Define trustworthy metric definitions and design reporting experiences that help Contact Center managers, supervisors, and business owners understand demand, service levels, agent activity, performance, quality, outcomes, and opportunities for action
- Own the product direction for Contact Center Workforce Management and related operational tools that turn cross-channel interaction demand, staffing, service-level, and performance data into decisions and action
- Own the Voice Intelligence product line and UX, including quality assurance, coaching workflows, AI summaries, sentiment, call classification, scorecards, and performance insights
- Set the quality, transparency, and evaluation standards for AI-generated communication intelligence, including accuracy, explainability, customer control, and measurable workflow impact
- Connect intelligence outputs to manager and agent workflows so insights drive coaching, performance improvement, and better customer outcomes—not merely passive reporting
- Secure alignment with executive leadership, engineering directors, data science, design, operations, go-to-market, and adjacent product teams without relying on formal authority
- Act as the definitive subject matter expert for communication data and intelligence, directly unblocking the most complex product and technical decisions
- Mentor product managers and cross-functional peers on product strategy, metric design, technical trade-offs, and execution excellence
- Raise the bar for product quality, operating rigor, and customer-centered decision-making across the Communications organization
Skills
- 7+ years of product management or equivalent product leadership experience, with demonstrated ownership of a complex platform, data, analytics, AI, and communications product area
- Proven success defining a long-term vision and delivering measurable outcomes across multiple teams and interconnected technical systems
- Strong technical fluency in data modeling, metric semantics, data platforms, APIs, event-driven systems, analytics pipelines, data quality, and system-of-record design
- Demonstrated enthusiasm and hands-on experience building data-intensive products, including operational reports, dashboards, analytics, APIs, workforce or quality-management tools, coaching experiences, or AI-powered enterprise products
- Demonstrated ability to define product and AI quality metrics, reason from data, and connect technical investments to customer and business outcomes
- Track record of influencing senior leaders and aligning engineering, design, data, AI, operations, and go-to-market partners around complex initiatives
- Demonstrated ability to independently create high-fidelity product prototypes using Figma Make, Claude Design, or comparable AI-assisted prototyping tools, and to use those prototypes for customer validation, stakeholder alignment, requirements definition, and engineering collaboration
Benefits
- Flexible time off with ample learning and development opportunities
- Comprehensive onboarding program
- Leadership training for Titans at all levels
- Flextime, recognition, and support for autonomous work
- Great work is rewarded through Bonusly, peer-nominated awards, and more
- Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
- FSA and HSA
- 401k match
- Telehealth options including memberships to One Medical
- Parental leave and support
- Up to $20k in fertility services (i.e. IUI and IVF)
- Surrogacy, and adoption reimbursement
- On demand maternity support through Maven Maternity
- Free breast milk shipping through Maven Milk
- Pet insurance
- Legal advisory services
- Financial planning tools
- Annual bonus
- Equity
- Holistic suite of benefits
Company Overview
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