ServiceTitan is seeking an Associate Product Manager to impact the voice, messaging, and email communication tools that power critical interactions between ServiceTitan’s customers and their clients, shaping the future of their telephony and communications platform.
Requirements
- Strong foundational understanding of software development lifecycle and product development practices.
- Proficiency with testing and debugging
- 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.
- Contribute to the analysis and testing of telecom APIs and VoIP integrations
Responsibilities
- 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.
Other
- Self-starter mentality with a curiosity to learn and take on increasing responsibility.
- Experience working in a collaborative environment with cross-functional teams.
- 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.
