Product Manager, Communications Operations

ServiceTitan•US CA Remote, CA

11d•$114,200 - $183,400

About The Position

ServiceTitan is seeking a Product Manager for Communications Operations to own the administrative, onboarding, configuration, and internal operational experiences for ServiceTitan Communications products. This role involves managing products such as RTC, Platform Email Service, CommHub, Phones Pro, and Contact Center Pro, encompassing customer onboarding, domain authentication, internal tooling, user management, task-routing policies, representative assignment workflows, NotificationsHub, TemplatesHub, and Live Services operations. The Product Manager will operate independently, translating the broader Communications strategy into a roadmap, detailed requirements, and measurable outcomes. They will collaborate with various teams including engineering, design, support, customer success, implementation, security, legal, and internal operations to streamline complex workflows, reduce operational friction, and deliver reliable capabilities.

Requirements

3+ years of product management, technical product, business systems, or related experience; or equivalent experience demonstrating independent product ownership.
Proven success owning a focused product area or workflow and delivering features end-to-end with measurable customer or operational outcomes.
Experience translating complex administrative or operational workflows into clear requirements and intuitive product experiences.
Demonstrated ability to independently translate product concepts and workflows into testable, interactive prototypes using Figma Make, Claude Design, or comparable AI-assisted prototyping tools. Candidates must be comfortable using prototypes for customer discovery, stakeholder alignment, requirements definition, and engineering collaboration.
Strong analytical skills and experience defining product metrics, diagnosing friction, and using data to prioritize improvements.
Technical aptitude with CCaaS platforms, identity and permissions, configuration systems, workflow tools, or communications products.
Demonstrated ability to manage dependencies and partner effectively with engineering, design, support, operations, customer success, implementation, security, and legal.
Clear written and verbal communication with technical and non-technical stakeholders.

Responsibilities

Own the end-to-end onboarding experience for RTC, CommHub, and Contact Center customers, from initial setup through readiness and successful adoption.
Own core telephony setup and domain authentication workflows required to deploy secure, reliable customer communications.
Own NotificationsHub and TemplatesHub capabilities used to configure and operate communications at scale.
Own Contact Center user management, roles, and permissioning experiences.
Own task-routing policy configuration and Contact Center representative assignment workflows.
Own the additional settings and operational workflows required to administer and run Contact Center successfully.
Simplify administrative configuration so owners and admins can deploy and manage Communications products accurately with less support or manual intervention.
Ensure configuration models remain coherent across Communications products while preserving valid product- and channel-specific differences.
Partner with adjacent Communications PMs to support voice, text, email, CommHub, Contact Center, and future channels through shared operational capabilities rather than duplicative solutions.
Define and own onboarding and administration outcomes, including completion rates, time to value, configuration accuracy, adoption, support contact rates, and operational effort.
Own Global Admin capabilities and internal tools supporting RTC, Platform Email Service, CommHub, and all Contact Center operations.
Partner with Support, Customer Success, Implementation, and internal Operations to identify recurring manual work, failure points, and opportunities for automation.
Design safe, auditable operational tooling with clear permissions, guardrails, status visibility, and recovery paths.
Improve internal efficiency and customer outcomes by reducing handoffs, configuration errors, time to resolution, and dependence on engineering intervention.
Own the product workflows and operational capabilities that support Live Services, including clear handoffs, visibility, permissions, and service delivery needs.
Conduct customer and internal-user research to understand workflows, pain points, edge cases, and the root causes of operational friction.
Translate the Communications vision and company objectives into a prioritized roadmap and well-defined quarterly objectives and key results for this product area.
Write detailed PRDs, user stories, workflow definitions, and acceptance criteria that enable engineering and design to move efficiently.
Build interactive prototypes using tools such as Figma Make or Claude Design to explore and validate onboarding, administration, configuration, and internal operational workflows before committing engineering resources.
Drive initiatives through discovery, design, development, testing, enablement, launch, adoption, and post-launch iteration.
Create clear escalation paths, proactively manage dependencies and risks, and maintain a high quality bar for customer-facing and internal operational products.

Benefits

Flexible time off
Learning and development opportunities
Comprehensive onboarding program
Leadership training
Peer-nominated awards
Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
FSA and HSA
401k match
Telehealth options including memberships to One Medical
Parental leave and support
Up to $20k in fertility services (i.e. 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