Lead Product Manager, Intercom Calling

Verkada•San Mateo, CA

13d•$205,000 - $240,000•Onsite

About The Position

Verkada is hiring a Lead Product Manager to own calling end to end for its Intercom product line. The role is responsible for making every call reliable, productive, and delightful, from the caller pressing the button through the recipient answering and helping them. This includes the calling pipeline, enterprise call routing, tools and context for people answering, and AI-assisted responses. The product manager will define roadmaps for signaling and media across first- and third-party, online and offline pipelines, and deliver a consistent answering experience across iOS, Android, web browsers, PSTN, and VoIP. The role also covers quality metrics and real-world network failure modes; intelligent routing and call handling; call context, controls, and video capabilities; and voice AI use cases, including quality measurement, escalation rules, and safety guardrails. The position works closely with customers, engineering, design, marketing, and sales, from discovery and strategy through specification and launch. The role is based onsite at Verkada's headquarters in San Mateo, California, five days per week.

Requirements

8 or more years of product management experience.
Track record of building and scaling complex enterprise software products.
Undergraduate degree in computer science, electrical engineering, or a similar quantitative field.
Comfort discussing architecture and tradeoffs in depth with engineers and explaining them clearly to customers and executives.
Strong written and verbal communication skills.
Ability to envision the big picture while managing details.
Willingness and ability to work onsite five days per week.

Nice To Haves

An MS, MBA, or equivalent experience.
Technical knowledge of SIP and/or WebRTC, including signaling and media, codecs, STUN/TURN, NAT traversal, SFUs, and causes of call failure or degradation.
Technical knowledge of audio processing and acoustics, such as audio DSPs, microphone selection and design, beamforming, and noise cancellation.
Track record of improving reliability and quality using data, including defining quality metrics, building dashboards, and improving results.
Experience shipping voice AI or conversational agents, including speech recognition, text-to-speech, and real-time speech-to-speech models.
Background in physical security, access control, video surveillance, emergency dispatch (PSAP/911/CAD) systems, or IoT hardware.

Responsibilities

Own the calling experience end to end, from the caller initiating a call through the recipient answering and helping them.
Define the roadmap for signaling and media paths across first- and third-party, online and offline pipelines.
Deliver a consistent answering experience on iOS, Android, web browsers, PSTN, and VoIP.
Track call quality metrics, including ring rate, connection success, dropped calls, load time, latency, packet loss, jitter, and MOS.
Address calling failure modes on real-world networks, including weak cellular connections, enterprise firewalls, and NAT traversal.
Manage relationships with subprocessors and technology partners, including corporate phone and communications platforms.
Develop intelligent call routing using audio and video triggers, building state, schedules, and staff availability.
Define caller experiences during routing and design strategies for concurrent calls, triage, queuing, forwarding, and failover.
Build tools for administrators to configure, test, and manage routing at scale across sites, users, and devices, including receiver groups and SCIM syncing.
Enrich calls with information such as live captions, nearby security camera feeds, visitor history, and access logs.
Build answerer controls, including real-time voice translation, security escalation, and multi-door unlocking.
Drive video features such as two-way video, auto-framing, and AI filters.
Define human escalation rules, clean handoffs, and safety guardrails for AI conversations.
Build frameworks to measure AI quality, including escalation rate, accuracy, latency, observability, and model evaluations.
Identify, prototype, and launch voice AI use cases to find product-market fit.
Conduct customer discovery through conversations and on-site walks to understand field pain points.
Set product strategy and prioritize the roadmap, balancing reliability, new capabilities, and customer needs.
Partner with engineering and design, bringing technical depth and design sense.
Drive execution from specification through launch with close attention to detail.
Craft the product pitch with marketing and sales.
Monitor the competitive landscape and market trends.

Benefits

Healthcare programs tailored to employees' personal health and financial well-being needs.
Employee premiums are 100% covered under at least one health plan, and 80% of family premiums are covered under all plans.
Nationwide medical, vision, and dental coverage.
Beginning January 2027, a 401(k) match based on eligible earnings, vesting on the employee's two-year anniversary.
Health Savings Account (HSA) with annual employer contributions.
Flexible Spending Account (FSA) with tax-saving options.
Expanded mental health support.
Paid parental leave and fertility benefits.
Paid holidays, firmwide extended holidays, flexible PTO, and personal sick time.
Professional development stipend.
Wellness and fitness benefits.
Healthy lunches provided daily.
Commuter benefits.