Product Manager, Communications Operations

Ready to be a Titan?

ServiceTitan is the operating system for the trades. We are hiring a Product Manager for Communications Operations, where you will own the admin, onboarding, configuration, and internal operational experiences that enable businesses to deploy and run ServiceTitan Communications products successfully at scale. Your scope spans RTC, Platform Email Service, CommHub, Phones Pro, and Contact Center Pro, including customer onboarding, domain authentication, internal tooling, user management and permissioning, task-routing policies, representative assignment workflows, NotificationsHub, TemplatesHub, and Live Services operations.

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.

What you’ll do:

Communications Onboarding, Administration & Operational Workflows

• Own the end-to-end onboarding experience for RTC, CommHub, and Contact Center customers, from initial setup through readiness and successful adoption.

• Own core telephony setup and domain authentication workflows required to deploy secure, reliable customer communications.

• Own NotificationsHub and TemplatesHub capabilities used to configure and operate communications at scale.

• Own Contact Center user management, roles, and permissioning experiences.

• Own task-routing policy configuration and Contact Center representative assignment workflows.

• Own the additional settings and operational workflows required to administer and run Contact Center successfully.

• Simplify administrative configuration so owners and admins can deploy and manage Communications products accurately with less support or manual intervention.

• Ensure configuration models remain coherent across Communications products while preserving valid product- and channel-specific differences.

• Partner with adjacent Communications PMs to support voice, text, email, CommHub, Contact Center, and future channels through shared operational capabilities rather than duplicative solutions.

• Define and own onboarding and administration outcomes, including completion rates, time to value, configuration accuracy, adoption, support contact rates, and operational effort.

Internal tooling and operational workflows

• Own Global Admin capabilities and internal tools supporting RTC, Platform Email Service, CommHub, and all Contact Center operations.

• Partner with Support, Customer Success, Implementation, and internal Operations to identify recurring manual work, failure points, and opportunities for automation.

• Design safe, auditable operational tooling with clear permissions, guardrails, status visibility, and recovery paths.

• Improve internal efficiency and customer outcomes by reducing handoffs, configuration errors, time to resolution, and dependence on engineering intervention.

Live Services

• Own the product workflows and operational capabilities that support Live Services, including clear handoffs, visibility, permissions, and service delivery needs.

Product execution and outcomes

• Conduct customer and internal-user research to understand workflows, pain points, edge cases, and the root causes of operational friction.

• Translate the Communications vision and company objectives into a prioritized roadmap and well-defined quarterly objectives and key results for this product area.

• Write detailed PRDs, user stories, workflow definitions, and acceptance criteria that enable engineering and design to move efficiently.

• Build interactive prototypes using tools such as Figma Make or Claude Design to explore and validate onboarding, administration, configuration, and internal operational workflows before committing engineering resources.

• Drive initiatives through discovery, design, development, testing, enablement, launch, adoption, and post-launch iteration.

• Create clear escalation paths, proactively manage dependencies and risks, and maintain a high quality bar for customer-facing and in