Product Manager – Communications Operations

atServiceTitanRemote

California Connecticut District of Columbia New Jersey New York

Full-time Product ManagerMid-levelSenior$122.2k – $183.4k/year

Posted Aug 1

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Take charge of the complete onboarding process for RTC, CommHub, and Contact Center clients, starting from the initial setup to readiness and successful adoption.

• Manage the essential telephony setup and domain authentication workflows necessary for deploying secure and reliable customer communications.

• Oversee the capabilities of NotificationsHub and TemplatesHub, which are utilized to configure and manage communications on a large scale.

• Handle user management, roles, and permissioning experiences within the Contact Center.

• Administer task-routing policy configuration and the assignment workflows for Contact Center representatives.

• Manage the additional settings and operational workflows required for the effective administration and operation of the Contact Center.

• Streamline administrative configuration so that owners and administrators can accurately deploy and manage Communications products with less need for support or manual intervention.

• Ensure that configuration models are coherent across Communications products while maintaining valid product- and channel-specific differences.

• Collaborate with adjacent Communications PMs to support voice, text, email, CommHub, Contact Center, and future channels through shared operational capabilities instead of duplicative solutions.

• Define and take ownership of onboarding and administration outcomes, including completion rates, time to value, configuration accuracy, adoption, support contact rates, and operational effort.

• Oversee Global Admin capabilities and internal tools that support RTC, Platform Email Service, CommHub, and all Contact Center operations.

• Partner with Support, Customer Success, Implementation, and internal Operations to identify recurring manual tasks, failure points, and chances for automation.

• Design safe and auditable operational tools with clear permissions, guardrails, status visibility, and recovery paths.

• Enhance internal efficiency and customer outcomes by minimizing handoffs, configuration errors, time to resolution, and reliance on engineering intervention.

• Manage the product workflows and operational capabilities that facilitate Live Services, including clear handoffs, visibility, permissions, and service delivery requirements.

• Conduct research with customers and internal users to understand workflows, pain points, edge cases, and the underlying causes of operational friction.

• Convert the Communications vision and company goals into a prioritized roadmap, along with well-defined quarterly objectives and key results for this product area.

• Write comprehensive PRDs, user stories, workflow definitions, and acceptance criteria that empower engineering and design to operate efficiently.

• Create interactive prototypes using tools such as Figma Make or Claude Design to explore and validate onboarding, administration, configuration, and internal operational workflows prior to committing engineering resources.

• Lead initiatives through discovery, design, development, testing, enablement, launch, adoption, and post-launch iterations.

• Establish clear escalation paths, proactively manage dependencies and risks, and maintain a high quality standard for customer-facing and internal operational products.

⛳️ Requirements

• A minimum of 3 years in product management, technical product roles, business systems, or related experience; or equivalent experience demonstrating independent product ownership.

• Proven track record of owning a focused product area or workflow, delivering features end-to-end with measurable customer or operational outcomes.

• Experience in converting complex administrative or operational workflows into clear requirements and intuitive product experiences.

• Demonstrated ability to independently transform product concepts and workflows into testable, interactive prototypes using Figma Make, Claude Design, or similar AI-assisted prototyping tools.

• Strong analytical skills with experience in defining product metrics, diagnosing friction, and utilizing data to prioritize enhancements.

• Technical knowledge of CCaaS platforms, identity and permissions, configuration systems, workflow tools, or communications products.

• Proven ability to manage dependencies and collaborate effectively with engineering, design, support, operations, customer success, implementation, security, and legal teams.

• Excellent written and verbal communication skills for both technical and non-technical stakeholders.