ServiceTitan invests in products that help businesses run with confidence, and this role sits at the center of that mission by shaping the voice and telephony platform behind ServiceTitan’s telephony offerings. You will own the vision, strategy, roadmap, and delivery for call reliability and communications experiences across Basic Phones, Phones Pro, and Contact Center Pro, working closely with Engineering, Telecom, Design, Support, and go-to-market partners.
What you’ll build and drive
- Own the voice and telephony strategy and a multi-quarter roadmap for the platform that powers ServiceTitan’s telephony products.
- Guide carrier and hosted voice vendor strategy in collaboration with Engineering and Telecom.
- Define the platform’s shared call model, including calls, legs, participants, transfers, and voice agent sessions.
- Shape enterprise numbering and routing: organization-owned numbers, routing by ZIP code, and correct attribution across multi-location businesses and franchise networks.
- Set measurable availability and call quality targets together with Engineering.
- Keep voice compliance as an ongoing roadmap priority.
- Turn platform strategy into customer workflows and testable requirements.
- Plan migrations and staged rollouts that protect existing customer workflows while enabling a unified Communications Center and Contact Center experience.
- Align cross-functional partners across shared priorities, dependencies, and success measures.
- Communicate product decisions clearly to customers and executives, and mentor PM peers on telephony depth and product judgment.
What you bring
- 7+ years in product management, including direct ownership of 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.
- Working knowledge of SIP signaling, media streams, codecs, carriers, and phone numbers.
- Fluency in Contact Center workflows, including queues, routing, agent status, transfers, and recording, plus how call definitions impact 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, including weighing reliability, enterprise growth, customer experience, and dated commitments, while explaining dependencies and making clear choices under constraints.
- Experience creating 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.
- A record of driving outcomes without formal authority, with clear customer and executive communication and ownership through delivery.
- Bachelor’s degree or equivalent practical experience.
Tools and technologies
SIP, STIR/SHAKEN, E911, Figma Make, Claude Design
Benefits and support
- Flextime, recognition, and support for autonomous work
- Comprehensive onboarding, and leadership training for Titans at all levels, plus other programs and events
- Bonusly, peer-nominated awards, and more
- Company-paid medical, dental, and vision (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 (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
Helpful experience (optional)
- 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.
AI in recruitment: ServiceTitan uses technology, including automated and AI-assisted tools, to support certain aspects of the recruitment process. AI tools are not used to make hiring decisions; all hiring decisions are made by the hiring teams.
