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ServiceTitan is hiring a Product Manager for Communications Operations to own the admin, onboarding, configuration, and internal operational experiences for its communications platform. You will be responsible for the end-to-end customer experience across RTC, Platform Email Service, CommHub, Phones Pro, and Contact Center Pro—including customer onboarding, domain authentication, internal tooling, user management, permissioning, task-routing policies, representative assignment workflows, NotificationsHub, TemplatesHub, and Live Services operations.
In this role, you will operate independently within a focused product area, translating the broader Communications strategy into a clear roadmap, detailed requirements, and measurable quarterly outcomes. You will partner closely with engineering, design, support, customer success, implementation, security, legal, and internal operations to simplify complex workflows, reduce operational friction, and consistently deliver reliable, intuitive capabilities.
Key responsibilities include owning the end-to-end onboarding experience for RTC, CommHub, and Contact Center customers; owning core telephony setup and domain authentication workflows; managing NotificationsHub and TemplatesHub capabilities; owning Contact Center user management, roles, and permissioning; and owning task-routing policy configuration and representative assignment workflows. You will simplify administrative configuration so owners and admins can deploy and manage Communications products with minimal support, ensure configuration models remain coherent across products, and define and own onboarding and administration outcomes including completion rates, time to value, configuration accuracy, adoption, and support contact rates.
You will also own Global Admin capabilities and internal tools supporting operations, partner with Support, Customer Success, Implementation, and internal Operations to identify automation opportunities, and design safe, auditable operational tooling with clear permissions and guardrails. You will conduct customer and internal-user research, translate the Communications vision into a prioritized roadmap with quarterly OKRs, write detailed PRDs and user stories, build interactive prototypes using AI-assisted tools like Figma Make or Claude Design, and drive initiatives through discovery, design, development, testing, enablement, launch, and post-launch iteration.
