Staff Product Manager, Communications Intelligence

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.

Literature 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.