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ServiceTitan is building the operating system for the trades. This Staff Product Manager role owns the end-to-end product vision, strategy, and execution for the data, reporting, and intelligence layer across ServiceTitan's Communications & Contact Center portfolio.
You will lead a high-autonomy, hands-on product initiative spanning calls (Contact Center Pro, Phones Pro, Basic Phones), texting, and email. Your scope includes defining the multi-year vision for communication data, operational reporting, dashboards, APIs, Voice Intelligence, and AI-powered insights as one cohesive product area.
Key responsibilities include:
**Product Vision & Strategy**: Define and own the integrated roadmap for communication data, reporting, dashboards, APIs, and AI insights. Establish domain-level success metrics across data accuracy, reporting trust, API adoption, AI quality, and customer outcomes. Spend time with Contact Center managers and operators to understand their needs and translate them into a prioritized roadmap.
**Communication Data Platform**: Own the product strategy for the Call Archive database, CommHub Messages database, Interaction Service database, and unified conversation history. Drive data accuracy, completeness, lineage, and consistency across voice, text, email, and future channels. Prioritize internal CommHub APIs, communication event streaming, and the reporting pipeline into Snowflake.
**Operational Reporting & Workforce Intelligence**: Own the portfolio of Contact Center and Communications KPI reports, operational dashboards, and management tooling. Define trustworthy metric definitions and design reporting experiences that help managers understand demand, service levels, agent activity, and performance.
**Voice Intelligence & AI**: Own the Voice Intelligence product line, including quality assurance, coaching workflows, AI summaries, sentiment analysis, call classification, and performance insights. Set quality and transparency standards for AI-generated intelligence.
**Leadership & Impact**: Secure alignment across executive leadership, engineering, data science, design, and go-to-market teams. Act as the definitive subject matter expert for communication data and intelligence. Mentor product managers and cross-functional peers on strategy, metric design, and execution excellence.
You will work deeply with communication data models, schemas, metric definitions, reporting workflows, dashboard experiences, and API contracts. You'll use tools like Figma and Claude Design to build high-fidelity prototypes, test concepts with Contact Center leaders, and give Engineering and Design concrete product direction. This is a hands-on role for a data product builder who loves modeling data, making it trustworthy, and turning it into tools customers rely on every day.
