Senior Product Manager, Real Time Communications (Voice)

Ready to be a Titan?

ServiceTitan is seeking a Senior 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 a Senior Product Manager for Real-Time Communications (RTC), you will take ownership of our real-time telephony and voice communications features. In this role, you’ll spend most of your time delivering well-defined features end-to-end, resolving complex technical problems, and driving execution with cross-functional teams. You’ll also shape tactical plans, evaluate trade-offs, and ensure compliance in a highly regulated environment. A smaller but important portion of your work will involve contributing to medium-term product vision and impact analysis.

What You’ll Do:

• Own and deliver well-scoped features and improvements for the Voice portfolio (e.g., Contact Center Pro, Phones Pro, call routing, SIP/VoIP integrations).

• Write clear product requirements and user stories, and drive them through development, testing, and release.

• Collaborate with engineering to troubleshoot and resolve bugs or technical issues quickly.

• Monitor and act on product KPIs (e.g., call quality, uptime, SLA adherence), ensuring rapid response to performance issues.

• Stay hands-on with API integrations, VoIP technologies, and telecom systems to ensure reliability and scalability.

• Manage compliance-driven updates (e.g., TCPA, STIR/SHAKEN) with minimal disruption to customers.

• Partner with engineering and cross-functional teams to plan releases, prioritize backlogs, and manage dependencies.

• Evaluate customer research, feedback, and usage data to guide feature trade-offs and tactical decisions.

• Balance technical feasibility, compliance requirements, and customer needs in short- and medium-term planning.

• Coordinate beta programs, gather feedback, and iterate quickly on early-stage voice features.

• Contribute to shaping the medium-term vision for the Voice product areas

• Identify trends in customer communications and assess their potential impact on the platform.

• Recommend improvements to product development practices and processes based on learnings.

What You'll Bring:

• 5+ years of experience in product management, telecom, or software development; or 3+ years with an MBA/MS.

• Proven success in owning a product area and delivering features end-to-end with measurable outcomes.

• Technical proficiency in VoIP/SIP, telecom APIs, or cloud-based communications platforms.

• Strong analytical skills with a track record of data-driven decision making.

• Demonstrated ability to solve diverse, complex problems with sound judgment and creativity.

• Familiarity with compliance frameworks for telephony and real-time communications.

• Excellent communicator, able to translate technical topics for business stakeholders and vice versa.

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 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