Staff Product Manager, Communications Intelligence

Staff Product Manager, Communications Intelligence This role is for a product leader who genuinely loves working with data: modeling it, making it trustworthy, and turning it into reports, dashboards, APIs, and operational tools that customers rely on every day. Your scope spans calls across Contact Center Pro, Phones Pro, and Basic Phones, as well as texting and email. You will determine which insights and tools matter most for operating a Contact Center and a broader communications product line, then lead their delivery through a common, reusable Communications data foundation. This is a high-autonomy individual contributor role for a hands-on data product builder. You will work deeply in communication data models, schemas, metric definitions, reporting workflows, dashboard experiences, and API contracts, not only at the strategy level. You will use tools such as Figma Make or Claude Design to build high-fidelity prototypes, test concepts with Contact Center leaders and operational users, and give Engineering and Design a concrete product direction. You will connect complex data architecture, customer workflows, AI capabilities, and measurable business outcomes while aligning multiple teams around a multi-quarter strategy. What you'll do: Product vision, strategy, and outcomes - Define and own the multi-year vision and integrated roadmap for communication data, operational reporting, dashboards, APIs, Voice Intelligence, and AI-powered insights as one cohesive, mission-critical product area. - Establish domain-level success metrics and multi-quarter objectives spanning communication data accuracy, reporting trust, API adoption, AI quality, agent performance, and customer outcomes. - Spend time with Contact Center managers, supervisors, business owners, and internal operators to understand how they run the business, identify the reports and tools they actually need, and translate those needs into a clear investment thesis and prioritized roadmap. - Lead high-impact initiatives that create step-function improvements in how ServiceTitan captures, understands, and activates communication data. Communication data platform, APIs, and integrations - Own the product strategy and quality bar for the Call Archive database, CommHub Messages database, Interaction Service database, Conversation Attribution Service database, and unified conversation history. Define the canonical cross-channel data model that consistently represents calls, texts, emails, participants, interactions, attribution, outcomes, and conversation context. - Drive communication data accuracy, completeness, lineage, retention, observability, and consistency across voice, text, email, and future channels. - Prioritize and own internal CommHub APIs, communication event streaming, and the reporting pipeline into Snowflake so reporting products, AI systems, AgentOS, and downstream product teams receive trusted, discoverable, well-defined communication data. - Define the product contract for RTC, CommHub, Contact Center, AgentOS systems, API layer and other ServiceTitan products consuming communication data. - Partner deeply with engineering, data, analytics, and AI leaders to resolve cross-system dependencies and make scalable architectural trade-offs. Operational reporting and workforce intelligence - Own and continuously prioritize the portfolio of Contact Center and Communications KPI reports, operational dashboards, and management tooling built on shared Communications Platform data across calls, texting, and email. - Define trustworthy metric definitions and design reporting experiences that help Contact Center managers, supervisors, and business owners understand demand, service levels, agent activity, performance, quality, outcomes, and opportunities for action. - Own the product direction for Contact Center Workforce Management and related operational tools that turn cross-channel interaction demand, staffing, service-level, and performance data into decisions and action. Voice Intelligence, quality, coaching, and AI - Own the Voice Intelligence product line and UX, including quality assurance, coaching workflows, AI summaries, sentiment, call classification, scorecards, and performance insights. - Set the quality, transparency, and evaluation standards for AI-generated communication intelligence, including accuracy, explainability, customer control, and measurable workflow impact. - Connect intelligence outputs to manager and agent workflows so insights drive coaching, performance improvement, and better customer outcomes-not merely passive reporting. Leadership and organizational impact - Secure alignment with executive leadership, engineering directors, data science, design, operations, go-to-market, and adjacent product teams without relying on formal authority. - Act as the definitive subject matter expert for communication data and intelligence, directly unblocking the most complex product and technical decisions. - Mentor product managers and cross-functional peers on product strategy, metric design, technical trade-offs, and execution excellence. - Raise the bar for product quality, operating rigor, and customer-centered decision-making across the Communications organization. What you'll bring: - 7+ years of product management or equivalent product leadership experience, with demonstrated ownership of a complex platform, data, analytics, AI, and communications product area. - Proven success defining a long-term vision and delivering measurable outcomes across multiple teams and interconnected technical systems. - Strong technical fluency in data modeling, metric semantics, data platforms, APIs, event-driven systems, analytics pipelines, data quality, and system-of-record design. - Demonstrated enthusiasm and hands-on experience building data-intensive products, including operational reports, dashboards, analytics, APIs, workforce or quality-management tools, coaching experiences, or AI-powered enterprise products. - Demonstrated ability to define product and AI quality metrics, reason from data, and connect technical investments to customer and business outcomes. - Track record of influencing senior leaders and aligning engineering, design, data, AI, operations, and go-to-market partners around complex initiatives. - Demonstrated ability to independently create high-fidelity product prototypes using Figma Make, Claude Design, or comparable AI-assisted prototyping tools, and to use those prototypes for customer validation, stakeholder alignment, requirements definition, and engineering collaboration. 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 stages of life: Parental leave and support, up to $20k in fertility services (i.e. 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, and more.