Staff Product Manager, Voice & Telephony

Job not on LinkedIn

🔥 1 minute ago

🏄 California, Connecticut, +7 more states – Remote

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

💵 $168.2k - $269.9k / year

⏰ Full Time

🔴 Lead

✅ Product Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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ServiceTitan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

📦 Logistics

📣 Marketing

💰 $200M Series G on 2021-06

Consulting • Logistics • Marketing

ServiceTitan is a comprehensive software platform designed for the trades industry, providing solutions to enhance productivity and profitability for businesses. It offers a variety of features including dispatching, scheduling, marketing, reporting, and customer experience tools, tailored for trades like plumbing, HVAC, electrical services, and more. ServiceTitan seeks to empower businesses by optimizing operations, improving cash flow, and delivering superior customer experiences through an all-in-one platform. The software includes real-time data analytics, financing options, and mobile capabilities to support the operational needs of contractors and increase their revenue streams. By consolidating multiple business functions into a single platform, ServiceTitan aims to help contractors grow profitably and efficiently.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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