Senior Product Manager, Intercom Calling

Verkada•San Mateo, CA

14d•$185,000 - $215,000•Onsite

About The Position

Verkada is hiring a Senior Product Manager to own the Intercom calling experience end to end, from the moment a caller presses the button through the moment someone answers and helps them. The role covers the calling pipeline, enterprise call routing, call context and controls, and AI-powered call responses. The goal is to make calls reliable, productive, and delightful. This position is based onsite at Verkada’s headquarters in San Mateo, California, five days per week. The role includes defining the roadmap for signaling and media across first- and third-party, online and offline pipelines; providing a consistent answering experience across iOS, Android, web browsers, PSTN, and VoIP; and improving call reliability and quality. It also involves developing intelligent routing, tools for administrators to configure routing at scale, context and controls for call recipients, and voice AI use cases with appropriate escalation rules and safety guardrails. The product manager will lead customer discovery, product strategy, prioritization, and execution in close partnership with engineering and design. They will also work with marketing and sales on product positioning and stay informed about competitors and market trends.

Requirements

At least 5 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.
Ability to engage deeply with engineers on architecture and tradeoffs and explain them clearly to customers and executives.
Strong written and verbal communication skills.
Ability to envision the big picture while managing details.
Willingness to work directly in the field to understand customer pain points.
Must be willing and able to work onsite five days per week.

Nice To Haves

MS, MBA, or equivalent experience.
Technical knowledge of SIP and/or WebRTC, including signaling versus 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 with 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 systems (PSAP/911/CAD), or IoT hardware.

Responsibilities

Own the Intercom calling experience end to end.
Define the roadmap for signaling and media paths across first- and third-party, online and offline pipelines.
Deliver a consistent answering experience across iOS, Android, web browsers, PSTN, and VoIP.
Track and improve call metrics, including ring rate, connection success, dropped calls, and audio/video quality.
Address call failure modes on real-world networks, including weak cellular links, enterprise firewalls, and NAT traversal.
Manage relationships with subprocessors and technology partners, including corporate phone and communications platforms.
Develop intelligent call routing based on audio and video triggers, building states, schedules, and staff availability.
Define the caller experience while calls are being routed.
Design strategies for concurrent calls, including ring strategies, 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 context such as live captions, nearby security camera feeds, visitor history, and access logs.
Develop advanced call 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, handoffs, and guardrails for AI conversations, especially safety-related interactions.
Develop frameworks for measuring 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 customer conversations and on-site visits to understand pain points firsthand.
Set product strategy and prioritize the roadmap, balancing reliability, new capabilities, and customer needs.
Partner closely with engineering and design, applying technical depth and design sense.
Drive execution from specification to launch with attention to detail.
Craft product pitches with marketing and sales.
Monitor the competitive landscape and market trends.

Benefits

At least one healthcare plan with employee premiums fully covered and family premiums 80% covered under all plans.
Nationwide medical, vision, and dental coverage.
Starting January 2027, an employer match for a portion of eligible 401(k) contributions, vesting on the employee’s second anniversary.
Health Savings Account with annual employer contributions.
Flexible Spending Account.
Expanded mental health support.
Paid parental leave.
Fertility benefits.
Paid holidays and firmwide extended holidays.
Flexible PTO and personal sick time.
Professional development stipend.
Wellness and fitness benefits.
Healthy lunches provided daily.
Commuter benefits.
Possible discretionary bonuses and/or equity in the form of restricted stock units, depending on role.