Staff Product Manager, Voice & Telephony

Ready to be a Titan?

Every call matters to a trades business. It can be a new customer, an urgent service request, or the next job booked. At ServiceTitan, we’re bringing calls, conversations, and customer context together in one Communications Center and Contact Center experience. The voice platform underneath it needs to make every call reliable, route it to the right place, and preserve what happened along the way.

We’re looking for a Staff Product Manager to own the vision, strategy, roadmap, and delivery for the voice platform behind our telephony products. You’ll shape how calls are carried, routed, measured, and connected across Basic Phones, Phones Pro, and Contact Center Pro, from carrier decisions and call quality to enterprise number ownership and the platform’s shared call model.

This is a high-autonomy individual contributor role for a hands-on telephony product builder. You’ll set direction across three communications engineering teams, make clear investment decisions, and drive delivery through influence. You’ll partner with Communications Intelligence and experience PMs to make the platform work as one product for customers.

What you’ll do:

• Own the voice and telephony strategy and multi-quarter roadmap. Prioritize customer impact, reliability risk, enterprise needs, and contractual commitments; make explicit decisions about what to deliver and what to defer.
• Guide carrier and hosted voice vendor strategy with Engineering and Telecom. Evaluate build, buy, and partner options against call quality, cost, resilience, and operational risk, including redundancy, failover, and removal of single points of failure.
• Define the platform’s shared call model: calls, legs, participants, transfers, and voice agent sessions. Partner with Communications Intelligence to establish consistent definitions and attribution rules that reporting, APIs, and AI capabilities can rely on.
• Shape enterprise numbering and routing, including organization-owned numbers, routing by ZIP code, and attribution to the right location across multi-location businesses and franchise networks.
• Set measurable availability and call quality targets with Engineering. Use call-level performance, customer feedback, and incident findings to identify gaps, prioritize durable improvements, and track outcomes.
• Make voice compliance an ongoing part of the roadmap. Partner with Legal, Security, and Engineering on caller ID verification, consent to call and record, and emergency calling, with clear rollout and rollback plans.
• Translate platform strategy into customer workflows and testable requirements. Build working prototypes, validate ideas with agents, supervisors, administrators, and operators, and drive launch, adoption, and iteration.
• Plan migrations and staged rollouts that protect existing customer workflows while enabling a unified Communications Center and Contact Center experience.
• Align Engineering, Design, Support, Telecom, and go-to-market partners around shared priorities, dependencies, and success measures. Communicate decisions clearly to customers and executives, and mentor PM peers on telephony depth and product judgment.

What you’ll bring:

• 7+ years in product management, with direct experience owning a voice or Contact Center product area from strategy through delivery across multiple teams, with measurable improvements in availability, call quality, cost, revenue, or customer outcomes. We assess demonstrated skills and impact, and we value experience over specific years.
• Working knowledge of SIP signaling, media streams, codecs, carriers, and phone numbers. You can distinguish signaling failures from audio failures, form testable hypotheses, and make or challenge technical trade-offs with Engineering.
• Fluency in Contact Center workflows, including queues, routing, agent status, transfers, and recording, and how call definitions affect reporting and attribution.
• Familiarity with telephony requirements such as STIR/SHAKEN caller ID verification, consent to call and record, and E911 emergency calling.
• Strong roadmap judgment: you can weigh reliability, enterprise growth, customer experience, and dated commitments, explain dependencies, and make clear choices under constraints.
• Experience writing product strategy or architecture documents that guided multi-quarter work across teams and aligned engineering leaders and executives.
• Hands-on prototyping skills using Figma Make, Claude Design, or comparable tools to test ideas and make requirements concrete.
• A record of driving outcomes without formal authority, with clear customer and executive communication, ownership through delivery, and high standards for product quality.
• Bachelor’s degree or equivalent practical experience.

Additional experience that would help:

• Delivering live transcription, agent assistance, or production voice agents, including media, latency, consent, and human handoff considerations.
• Designing enterprise telephony onboarding and migrations for multi-location businesses or franchise networks.
• Working with multi-carrier or multi-region voice systems, session border controllers, and media servers.
• Managing telephony compliance as a continuing program with risk-based rollout stages and rollback plans.

Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: 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, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $179,900 USD - $269,900 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $168,200 USD - $252,200 USD Applicable for: All other US locations. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.