ServiceTitan-posted 3 months ago
$136,600 - $182,600/Yr
Full-time • Senior
1,001-5,000 employees

ServiceTitan is seeking a Senior Product Manager to join our Real-Time Communications team. This is a unique opportunity to impact the voice, messaging, and email communication tools that power critical interactions between ServiceTitan’s customers and their clients. As a Senior Product Manager for Real-Time Communications (RTC), you will take ownership of our real-time telephony and voice communications features. In this role, you’ll spend most of your time delivering well-defined features end-to-end, resolving complex technical problems, and driving execution with cross-functional teams. You’ll also shape tactical plans, evaluate trade-offs, and ensure compliance in a highly regulated environment. A smaller but important portion of your work will involve contributing to medium-term product vision and impact analysis.

  • Own and deliver well-scoped features and improvements for the Voice portfolio (e.g., Contact Center Pro, Phones Pro, call routing, SIP/VoIP integrations).
  • Write clear product requirements and user stories, and drive them through development, testing, and release.
  • Collaborate with engineering to troubleshoot and resolve bugs or technical issues quickly.
  • Monitor and act on product KPIs (e.g., call quality, uptime, SLA adherence), ensuring rapid response to performance issues.
  • Stay hands-on with API integrations, VoIP technologies, and telecom systems to ensure reliability and scalability.
  • Manage compliance-driven updates (e.g., TCPA, STIR/SHAKEN) with minimal disruption to customers.
  • Partner with engineering and cross-functional teams to plan releases, prioritize backlogs, and manage dependencies.
  • Evaluate customer research, feedback, and usage data to guide feature trade-offs and tactical decisions.
  • Balance technical feasibility, compliance requirements, and customer needs in short- and medium-term planning.
  • Coordinate beta programs, gather feedback, and iterate quickly on early-stage voice features.
  • Contribute to shaping the medium-term vision for the Voice product areas.
  • Identify trends in customer communications and assess their potential impact on the platform.
  • Recommend improvements to product development practices and processes based on learnings.
  • 5+ years of experience in product management, telecom, or software development; or 3+ years with an MBA/MS.
  • Proven success in owning a product area and delivering features end-to-end with measurable outcomes.
  • Technical proficiency in VoIP/SIP, telecom APIs, or cloud-based communications platforms.
  • Strong analytical skills with a track record of data-driven decision making.
  • Demonstrated ability to solve diverse, complex problems with sound judgment and creativity.
  • Familiarity with compliance frameworks for telephony and real-time communications.
  • Excellent communicator, able to translate technical topics for business stakeholders and vice versa.
  • Flexible time off with ample learning and development opportunities.
  • Comprehensive onboarding program and leadership training.
  • Holistic health and wellness benefits including company-paid medical, dental, and vision.
  • 401k match and telehealth options.
  • Parental leave and support, fertility services reimbursement, and pet insurance.
  • Legal advisory services and financial planning tools.
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