Product Manager (Communications Operations)

• 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
• 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
• Personal development programs- Clear written and verbal communication with technical and non-technical stakeholders
• Strong analytical skills and experience defining product metrics, diagnosing friction, and using data to prioritize improvements
• Demonstrated ability to manage dependencies and partner effectively with engineering, design, support, operations, customer success, implementation, security, and legal
• Technical aptitude with CCaaS platforms, identity and permissions, configuration systems, workflow tools, or communications products
• 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
• Experience translating complex administrative or operational workflows into clear requirements and intuitive product experiences
• 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
• 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