Product Manager

Who you are

• 3+ years of product management, technical product, business systems, or related experience; or equivalent experience demonstrating independent product ownership
• Proven success owning a focused product area or workflow and delivering features end-to-end with measurable customer or operational outcomes
• Experience translating complex administrative or operational workflows into clear requirements and intuitive product experiences
• AI-Native Prototyping: Demonstrated ability to independently translate product concepts and workflows into testable, interactive prototypes using Figma Make, Claude Design, or comparable AI-assisted prototyping tools. Candidates must be comfortable using prototypes for customer discovery, stakeholder alignment, requirements definition, and engineering collaboration
• Strong analytical skills and experience defining product metrics, diagnosing friction, and using data to prioritize improvements
• Technical aptitude with CCaaS platforms, identity and permissions, configuration systems, workflow tools, or communications products
• Demonstrated ability to manage dependencies and partner effectively with engineering, design, support, operations, customer success, implementation, security, and legal
• Clear written and verbal communication with technical and non-technical stakeholders
• Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway

What the job involves

• We are hiring a Product Manager for Communications Operations, where you will own the admin, onboarding, configuration, and internal operational experiences that enable businesses to deploy and run ServiceTitan Communications products successfully at scale
• Your scope spans RTC, Platform Email Service, CommHub, Phones Pro, and Contact Center Pro, including customer onboarding, domain authentication, internal tooling, user management and permissioning, task-routing policies, representative assignment workflows, NotificationsHub, TemplatesHub, and Live Services operations
• You will operate independently within a focused product area, translating the broader Communications strategy into a clear roadmap, detailed requirements, and measurable quarterly outcomes
• You will partner closely with engineering, design, support, customer success, implementation, security, legal, and internal operations to simplify complex workflows, reduce operational friction, and consistently deliver reliable, intuitive capabilities
• Communications Onboarding, Administration & Operational Workflows
• Own the end-to-end onboarding experience for RTC, CommHub, and Contact Center customers, from initial setup through readiness and successful adoption
• Own core telephony setup and domain authentication workflows required to deploy secure, reliable customer communications
• Own NotificationsHub and TemplatesHub capabilities used to configure and operate communications at scale
• Own Contact Center user management, roles, and permissioning experiences
• Own task-routing policy configuration and Contact Center representative assignment workflows
• Own the additional settings and operational workflows required to administer and run Contact Center successfully
• Simplify administrative configuration so owners and admins can deploy and manage Communications products accurately with less support or manual intervention
• Ensure configuration models remain coherent across Communications products while preserving valid product- and channel-specific differences
• Partner with adjacent Communications PMs to support voice, text, email, CommHub, Contact Center, and future channels through shared operational capabilities rather than duplicative solutions
• Define and own onboarding and administration outcomes, including completion rates, time to value, configuration accuracy, adoption, support contact rates, and operational effort
• Internal tooling and operational workflows
• Own Global Admin capabilities and internal tools supporting RTC, Platform Email Service, CommHub, and all Contact Center operations
• Partner with Support, Customer Success, Implementation, and internal Operations to identify recurring manual work, failure points, and opportunities for automation
• Design safe, auditable operational tooling with clear permissions, guardrails, status visibility, and recovery paths
• Improve internal efficiency and customer outcomes by reducing handoffs, configuration errors, time to resolution, and dependence on engineering intervention
• Live Services
• Own the product workflows and operational capabilities that support Live Services, including clear handoffs, visibility, permissions, and service delivery needs
• Product execution and outcomes
• Conduct customer and internal-user research to understand workflows, pain points, edge cases, and the root causes of operational friction
• Translate the Communications vision and company objectives into a prioritized roadmap and well-defined quarterly objectives and key results for this product area
• Write detailed PRDs, user stories, workflow definitions, and acceptance criteria that enable engineering and design to move efficiently
• Build interactive prototypes using tools such as Figma Make or Claude Design to explore and validate onboarding, administration, configuration, and internal operational workflows before committing engineering resources
• Drive initiatives through discovery, design, development, testing, enablement, launch, adoption, and post-launch iteration
• Create clear escalation paths, proactively manage dependencies and risks, and maintain a high quality bar for customer-facing and internal operational products

Benefits

• Flexible time off
• Fully paid individual medical, dental, and vision coverage
• Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
• Tax free savings via HSA, FSA, and Dependent Care FSA
• 401(k) match
• Personal development programs
• Medical plan with up to $20,000 in fertility coverage
• Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
• Adoption support including reimbursement of up to $20,000
• Bereavement leave for loss of a pregnancy or loved one
• Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more