Staff Product Manager

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

📋 Description

• Define and take ownership of the long-term vision and integrated roadmap for communication data, operational reporting, dashboards, APIs, Voice Intelligence, and AI-driven insights as a unified, mission-critical product domain.

• Establish domain-specific success metrics and multi-quarter objectives covering communication data accuracy, reporting reliability, API adoption, AI performance, agent effectiveness, and customer results.

• Collaborate with Contact Center managers, supervisors, business stakeholders, and internal teams to gain insights into business operations, identify necessary reports and tools, and translate those requirements into a clear investment strategy and prioritized roadmap.

• Lead transformative initiatives that significantly enhance how ServiceTitan captures, interprets, and utilizes communication data.

• Own the product strategy and quality standards for the Call Archive database, CommHub Messages database, Interaction Service database, Conversation Attribution Service database, and consolidated conversation history.

• Define the standard cross-channel data model that consistently represents calls, texts, emails, participants, interactions, attribution, outcomes, and conversation context.

• Ensure communication data accuracy, completeness, lineage, retention, observability, and consistency across voice, text, email, and future channels.

• Prioritize and take ownership of internal CommHub APIs, communication event streaming, and the reporting pipeline into Snowflake, ensuring that reporting products, AI systems, AgentOS, and downstream product teams receive reliable, discoverable, and well-defined communication data.

• Define the product agreement for RTC, CommHub, Contact Center, AgentOS systems, API layer, and other ServiceTitan products utilizing communication data.

• Collaborate closely with engineering, data, analytics, and AI leaders to address cross-system dependencies and make scalable architectural decisions.

• Own and continuously prioritize the suite of Contact Center and Communications KPI reports, operational dashboards, and management tools built on shared Communications Platform data across calls, texts, and emails.

• Define credible metric definitions and design reporting experiences that assist Contact Center managers, supervisors, and business owners in understanding demand, service levels, agent activity, performance, quality, outcomes, and actionable opportunities.

• Direct the product trajectory for Contact Center Workforce Management and related operational tools that convert cross-channel interaction demand, staffing, service levels, and performance data into actionable decisions.

• Establish quality, transparency, and evaluation standards for AI-generated communication intelligence, including accuracy, explainability, customer control, and measurable workflow impact.

• Integrate intelligence outputs into manager and agent workflows so that insights facilitate coaching, performance enhancement, and improved customer outcomes, rather than serving as mere passive reporting.

• Ensure alignment with executive leadership, engineering directors, data science, design, operations, go-to-market, and related product teams without relying on formal authority.

• Serve as the authoritative subject matter expert on communication data and intelligence, directly addressing the most complex product and technical challenges.

• Mentor product managers and cross-functional colleagues on product strategy, metric design, technical trade-offs, and execution excellence.

• Elevate standards for product quality, operational rigor, and customer-focused decision-making across the Communications organization.

⛳️ Requirements

• 7+ years of product management or equivalent product leadership experience, with a proven record of ownership over a complex platform, data, analytics, AI, and communications product domain.

• Demonstrated success in defining a long-term vision and achieving measurable outcomes across multiple teams and interconnected technical systems.

• Strong technical proficiency in data modeling, metric semantics, data platforms, APIs, event-driven systems, analytics pipelines, data quality, and system-of-record design.

• Proven enthusiasm and hands-on experience in developing data-intensive products, including operational reports, dashboards, analytics, APIs, workforce or quality management tools, coaching experiences, or AI-driven enterprise products.

• Demonstrated capability to define product and AI quality metrics, analyze data, and link technical investments to customer and business results.

• History of influencing senior leadership and aligning engineering, design, data, AI, operations, and go-to-market teams around intricate initiatives.

• Proven ability to independently create high-fidelity product prototypes using Figma Make, Claude Design, or similar AI-assisted prototyping tools, and leverage these prototypes for customer validation, stakeholder alignment, requirements definition, and engineering collaboration.

🏝️ Benefits

• Flexible time off with numerous learning and development opportunities to support your career growth.

• Comprehensive onboarding program.

• Leadership training available for Titans at every level.

• Exceptional work is recognized through Bonusly, peer-nominated awards, and more.

• Company-paid medical, dental, and vision coverage (with 100% employer-paid options and 90% coverage for dependents).

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401k matching.

• Telehealth options, including memberships to One Medical.

• Parental leave and support services.

• Up to $20k in fertility services (i.e., IUI and IVF).

• Reimbursement for surrogacy and adoption.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping through Maven Milk.

• Pet insurance available.

• Legal advisory services offered.

• Financial planning tools provided.