Director of Product Management, Contact Center Pro

Ready to be a Titan?

Contractors in the trades are at the cusp of a massive technological shift in telephony. Contractors today are largely using legacy telephony systems with rigid IVRs, voice only channels that are not tightly integrated into their operations.

Contact Center Pro is an ambitious investment to build the next generation of telephony for the trades with an omni-channel platform that powers all customer interactions. By embedding AI agent assist features, AI virtual agents, and ground up integration into ServiceTitan’s field service platform, Contact Center Pro has the opportunity to transform CSR efficiency, maximize contractor job bookings and create a far superior experience for end customers.

We are seeking a Director of Product Management to lead this charge. As the day-to-day owner and general manager for the CCP application, you will take ownership of this transformational product, GTM strategy, and market positioning. You will partner with a peer director who owns the underlying RTC and telephony infrastructure. This is a key leadership role for a true product GM who can own a winning strategy, lead a team with extreme strategic clarity, and direct cross-functional partners in sales, onboarding, and support to ensure the product's success.

What You'll Do:

• Own the vision, strategy, and roadmap for the application layer (agent desktop, supervisor tools, admin console, analytics, and integrations).

• Partner with the Director of RTC & Telephony to deliver a seamless end-to-end contact center experience across application and infrastructure layers.

• Partner with sales, marketing, and customer success teams to enable go-to-market execution, messaging, demos, and customer onboarding.

• Represent the product internally and externally, acting as a voice of the customer in leadership discussions and industry forums.

• Mentor and grow a high-performing product team as the application portfolio scales.

• Work with support and customer success to triage escalations, address product gaps, and improve adoption.

• Translate customer workflows and business needs into clear product requirements and user stories.

• Collaborate closely with engineering and design teams to ensure on-time delivery and high-quality releases.

• Lead customer discovery and market research, engaging directly with agents, supervisors, and enterprise customers to identify pain points and opportunities.

• Drive design and UX excellence for agent and supervisor workflows to balance ease of use with enterprise-grade flexibility.

• Define and track success metrics (adoption, usage, NPS/CSAT, handle time, agent productivity, supervisor visibility).

What You'll Bring:

• 8+ years in product management, with at least 3–5 years leading product teams in enterprise SaaS.

• Clear GM potential or demonstrated experience in owning a product.

• CCaaS background required; other adjacent enterprise SaaS experience is a nice to have (e.g. CRM, workforce management, customer experience platforms).
• ​Deep understanding of agent/manager workflows, reporting/analytics, omnichannel customer engagement (voice, chat, email, messaging), and integrations with CRMs or ticketing systems.

• Background serving mid-market to large enterprise customers, where customization, compliance, and scale matter.

• Technical fluency: Strong grasp of APIs, platform integrations, data models, and UX for complex enterprise apps (does not need to be a deep telco expert—that’s the peer’s domain).

• Cross-functional leadership: Has successfully worked with engineering, design, sales, support, and customer success to ship and scale products.

• Ability to work East Coast hours due to the critical morning hours for many East Coast customers.

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 y