Staff Product Manager

ServiceTitan•US CA Remote, CA

7d•$168,200 - $269,900

About The Position

ServiceTitan is seeking a Staff Product Manager for Communications Intelligence to lead the product vision, strategy, and execution for the data, reporting, and intelligence layer within ServiceTitan’s Communications & Contact Center portfolio. This role is ideal for a product leader passionate about data, including its modeling, trustworthiness, and transformation into reports, dashboards, APIs, and operational tools. The scope covers calls, texting, and email across various ServiceTitan products. The individual will define essential insights and tools for Contact Center operations and lead their delivery through a unified Communications data foundation. This is a high-autonomy, individual contributor role requiring hands-on experience with communication data models, schemas, metric definitions, reporting workflows, dashboard experiences, and API contracts. The role involves using tools like Figma Make or Claude Design for prototyping, customer testing, and providing clear product direction to Engineering and Design teams. The Staff Product Manager will integrate complex data architecture, customer workflows, AI capabilities, and business outcomes, aligning multiple teams on a multi-quarter strategy.

Requirements

7+ years of product management or equivalent product leadership experience, with demonstrated ownership of a complex platform, data, analytics, AI, and communications product area.
Proven success defining a long-term vision and delivering measurable outcomes across multiple teams and interconnected technical systems.
Strong technical fluency in data modeling, metric semantics, data platforms, APIs, event-driven systems, analytics pipelines, data quality, and system-of-record design.
Demonstrated enthusiasm and hands-on experience building data-intensive products, including operational reports, dashboards, analytics, APIs, workforce or quality-management tools, coaching experiences, or AI-powered enterprise products.
Demonstrated ability to define product and AI quality metrics, reason from data, and connect technical investments to customer and business outcomes.
Track record of influencing senior leaders and aligning engineering, design, data, AI, operations, and go-to-market partners around complex initiatives.
Demonstrated ability to independently create high-fidelity product prototypes using Figma Make, Claude Design, or comparable AI-assisted prototyping tools, and to use those prototypes for customer validation, stakeholder alignment, requirements definition, and engineering collaboration.

Responsibilities

Define and own the multi-year vision and integrated roadmap for communication data, operational reporting, dashboards, APIs, Voice Intelligence, and AI-powered insights as one cohesive, mission-critical product area.
Establish domain-level success metrics and multi-quarter objectives spanning communication data accuracy, reporting trust, API adoption, AI quality, agent performance, and customer outcomes.
Engage with Contact Center managers, supervisors, business owners, and internal operators to understand business operations, identify necessary reports and tools, and translate these needs into a clear investment thesis and prioritized roadmap.
Lead high-impact initiatives to significantly improve how ServiceTitan captures, understands, and activates communication data.
Own the product strategy and quality bar for key databases including Call Archive, CommHub Messages, Interaction Service, Conversation Attribution Service, and unified conversation history. Define the canonical cross-channel data model for representing various communication types and context.
Drive communication data accuracy, completeness, lineage, retention, observability, and consistency across voice, text, email, and future channels.
Prioritize and own internal CommHub APIs, communication event streaming, and the reporting pipeline into Snowflake to ensure trusted, discoverable, well-defined communication data for reporting products, AI systems, AgentOS, and downstream teams.
Define the product contract for RTC, CommHub, Contact Center, AgentOS systems, API layer, and other ServiceTitan products that consume communication data.
Partner with engineering, data, analytics, and AI leaders to resolve cross-system dependencies and make scalable architectural trade-offs.
Own and continuously prioritize the portfolio of Contact Center and Communications KPI reports, operational dashboards, and management tooling built on shared Communications Platform data.
Define trustworthy metric definitions and design reporting experiences to help Contact Center managers, supervisors, and business owners understand demand, service levels, agent activity, performance, quality, outcomes, and opportunities for action.
Own the product direction for Contact Center Workforce Management and related operational tools, translating interaction data into actionable decisions.
Own the Voice Intelligence product line and UX, including quality assurance, coaching workflows, AI summaries, sentiment, call classification, scorecards, and performance insights.
Set the quality, transparency, and evaluation standards for AI-generated communication intelligence, focusing on accuracy, explainability, customer control, and measurable workflow impact.
Connect intelligence outputs to manager and agent workflows to drive coaching, performance improvement, and better customer outcomes.
Secure alignment with executive leadership, engineering directors, data science, design, operations, go-to-market, and adjacent product teams without relying on formal authority.
Act as the definitive subject matter expert for communication data and intelligence, unblocking complex product and technical decisions.
Mentor product managers and cross-functional peers on product strategy, metric design, technical trade-offs, and execution excellence.
Raise the bar for product quality, operating rigor, and customer-centered decision-making across the Communications organization.

Benefits

Flexible time off
Learning and development opportunities
Comprehensive onboarding program
Leadership training
Bonusly
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