Associate Product Manager, Real Time Communications (Texting)

Ready to be a Titan?
ServiceTitan is seeking an Associate Product Manager to join our Real-Time Communications team. This is a unique opportunity to impact the voice, messaging, and email communication tools that power critical interactions between ServiceTitan’s customers and their clients. As part of this team, you’ll help shape the future of our telephony and communications platform, collaborating closely with engineering, design, support, and platform infrastructure teams.

We’re looking for someone who is passionate about technology and communications, with a strong grasp of the product development lifecycle and an eagerness to grow into a seasoned product manager. You should have a foundational understanding of software systems, APIs, and/or telecommunications, and thrive in fast-paced, cross-functional environments.

What you’ll do:

• Collaborate with cross-functional partners in Engineering, Infrastructure, Onboarding, Product, and Support to deliver reliable, high-impact Real-Time Communications solutions.

• Support the discovery, scoping, and prioritization of product features and enhancements within the Real-Time Communications portfolio (including Contact Center Pro, Phones Pro, transactional email and messaging).

• Partner with product and engineering leadership to support roadmap planning, execution tracking, and vendor collaboration.

• Identify real time communications use cases, feature requirements, bugs and assist with defining and writing clear, actionable product requirements and user stories.

• Assist in creating integration workflow diagrams, user documentation, release notes, and training materials for internal teams and customers.

• Monitor and analyze product metrics (e.g., call quality KPIs, reliability dashboards) to assess performance and guide decision-making to ensure up-time and SLA adherence.

• Collaborate with legal and operations to monitor the revolving email and telephony compliance regulations (e.g., TCR, TCPA, STIR/SHAKEN, CAN-SPAM) to ensure product features and communication tools remain compliant.

• Contribute to the analysis and testing of telecom APIs and VoIP integrations

• Participate in customer research and support feedback collection to better understand communications needs and pain points.

• Help coordinate beta programs and manage feedback loops for new product features.

What you’ll need:

• Self-starter mentality with a curiosity to learn and take on increasing responsibility.

• 1-3 years of experience in product management, software development, systems architecture, a related technical role or a Bachelor’s degree in Computer Science, Engineering, Business, or a related field 

• Experience working in a collaborative environment with cross-functional teams.

• Strong foundational understanding of software development lifecycle and product development practices.

• Proficiency with testing and debugging 

• Ability to clearly communicate technical ideas to both technical and non-technical audiences.

• Ability to operate independently with minimal oversight and drive execution with internal and external business partners

• Strong organizational skills with the ability to manage multiple priorities and deadlines.

• Some familiarity with RESTful APIs, VoIP technologies (e.g., SIP), or real-time communications platforms is beneficial.

• Experience or familiarity with cloud-based platforms and SaaS products is a plus.

• Knowledge of telecom infrastructure, SaaS or the home services industry (HVAC, Plumbing, Electrical) is a bonus.

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. 

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 of