Staff Product Manager, Voice & Telephony

🕒 il y a 2 jours

🏄 California, Connecticut, +7 états de plus – Distant

🏄 California – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $168 200 - $269 900 / an

⏰ Temps Plein

🔴 Expert

✅ Responsable Produit

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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ServiceTitan

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2012

💼 Conseil

📦 Logistique

📣 Marketing

💰 €200 000 000 Series G en 2021-06

Consulting • Logistics • Marketing

ServiceTitan est une plateforme logicielle complète conçue pour l'industrie des métiers, offrant des solutions pour améliorer la productivité et la rentabilité des entreprises. Elle propose une variété de fonctionnalités, notamment la répartition, la planification, le marketing, les rapports et des outils d'expérience client, adaptés à des métiers tels que la plomberie, la CVC, les services électriques, et plus encore. ServiceTitan cherche à donner du pouvoir aux entreprises en optimisant les opérations, améliorant le flux de trésorerie et offrant des expériences client supérieures grâce à une plateforme tout-en-un. Le logiciel inclut des analyses de données en temps réel, des options de financement et des capacités mobiles pour soutenir les besoins opérationnels des entrepreneurs et augmenter leurs sources de revenus. En consolidant plusieurs fonctions commerciales en une seule plateforme, ServiceTitan vise à aider les entrepreneurs à croître de manière rentable et efficace.

Description

• Own the voice and telephony strategy and multi-quarter roadmap • Guide carrier and hosted voice vendor strategy with Engineering and Telecom • Evaluate build, buy, and partner options for call quality, cost, resilience, and operational risk • Define the platform’s shared call model covering calls, legs, participants, transfers, and voice agent sessions • Establish consistent definitions and attribution rules for reporting, APIs, and AI capabilities • Shape enterprise numbering and routing, including organization-owned numbers and ZIP-code routing • Set availability and call quality targets with Engineering • Analyze call-level performance, customer feedback, and incident findings to prioritize improvements • Partner with Legal, Security, and Engineering on caller ID verification, consent, recording, and emergency calling compliance • Translate platform strategy into customer workflows and testable requirements • Build prototypes and validate ideas with agents, supervisors, administrators, and operators • Drive launches, adoption, iteration, migrations, and staged rollouts • Align Engineering, Design, Support, Telecom, and go-to-market partners • Communicate decisions to customers and executives • Mentor PM peers on telephony depth and product judgment

🎯 Exigences

• 7+ years in product management, with direct experience owning a voice or Contact Center product area from strategy through delivery across multiple teams • Demonstrated measurable improvements in availability, call quality, cost, revenue, or customer outcomes • Working knowledge of SIP signaling, media streams, codecs, carriers, and phone numbers • Ability to distinguish signaling failures from audio failures, form testable hypotheses, and make or challenge technical trade-offs with Engineering • Fluency in Contact Center workflows, including queues, routing, agent status, transfers, and recording • Familiarity with STIR/SHAKEN caller ID verification, consent to call and record, and E911 emergency calling • Strong roadmap judgment and ability to make clear choices under constraints • Experience writing product strategy or architecture documents guiding multi-quarter work across teams • Hands-on prototyping skills using Figma Make, Claude Design, or comparable tools • Record of driving outcomes without formal authority • Clear customer and executive communication • Bachelor’s degree or equivalent practical experience • Additional helpful experience with live transcription, agent assistance, production voice agents, telephony onboarding and migrations, multi-carrier or multi-region voice systems, session border controllers, media servers, and telephony compliance programs

🏖️ Avantages

• Flexible time off • Learning and development opportunities • Comprehensive onboarding program • Leadership training • Programs and events • Bonusly rewards • Peer-nominated awards • Company-paid medical, dental, and vision insurance • 100% employer-paid options and 90% coverage for dependents • FSA and HSA • 401k match • Telehealth options, including One Medical memberships • Parental leave and support • Up to $20k in fertility services, including 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 benefits package

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