Staff Product Manager, Voice & Telephony

ServiceTitan

. Own the voice and telephony strategy and multi-quarter roadmap .

Posted 11/12/2026full-timeRemote • United StatesLead💰 $168,200 - $269,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in voice and telephony strategy, including SIP signaling, media streams, and Contact Center workflows. Proven ability to drive measurable improvements in call quality and customer outcomes while effectively communicating with stakeholders.

Highest-signal resume keywords

Voice And Telephony StrategySIP Signaling KnowledgeContact Center WorkflowsRoadmap JudgmentPrototyping Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Quality AnalysisOperational Risk EvaluationAPI DefinitionIncident AnalysisTestable Hypothesis FormationTechnical Trade-OffsAvailability Target SettingMulti-Quarter Product StrategyTelephony ComplianceCustomer Outcome Improvement

Soft Skills

Clear CommunicationMentoringDecision MakingCollaborationCustomer Focus

Tools & Technologies

Figma MakeClaude DesignSession Border ControllersMedia ServersTelephony Onboarding Tools

Industry Keywords

E911 Emergency CallingSTIR/SHAKEN ComplianceVoice Agent SessionsRouting StrategiesCarrier Strategy

About the role

Key responsibilities & impact

Own the voice and telephony strategy and multi-quarter roadmap
Guide carrier and hosted voice vendor strategy with Engineering and Telecom
Evaluate build, buy, and partner options for call quality, cost, resilience, and operational risk
Define the platform’s shared call model covering calls, legs, participants, transfers, and voice agent sessions
Establish consistent definitions and attribution rules for reporting, APIs, and AI capabilities
Shape enterprise numbering and routing, including organization-owned numbers and ZIP-code routing
Set availability and call quality targets with Engineering
Analyze call-level performance, customer feedback, and incident findings to prioritize improvements
Partner with Legal, Security, and Engineering on caller ID verification, consent, recording, and emergency calling compliance
Translate platform strategy into customer workflows and testable requirements
Build prototypes and validate ideas with agents, supervisors, administrators, and operators
Drive launches, adoption, iteration, migrations, and staged rollouts
Align Engineering, Design, Support, Telecom, and go-to-market partners
Communicate decisions to customers and executives
Mentor PM peers on telephony depth and product judgment

Requirements

What you’ll need

7+ years in product management, with direct experience owning a voice or Contact Center product area from strategy through delivery across multiple teams
Demonstrated measurable improvements in availability, call quality, cost, revenue, or customer outcomes
Working knowledge of SIP signaling, media streams, codecs, carriers, and phone numbers
Ability to distinguish signaling failures from audio failures, form testable hypotheses, and make or challenge technical trade-offs with Engineering
Fluency in Contact Center workflows, including queues, routing, agent status, transfers, and recording
Familiarity with STIR/SHAKEN caller ID verification, consent to call and record, and E911 emergency calling
Strong roadmap judgment and ability to make clear choices under constraints
Experience writing product strategy or architecture documents guiding multi-quarter work across teams
Hands-on prototyping skills using Figma Make, Claude Design, or comparable tools
Record of driving outcomes without formal authority
Clear customer and executive communication
Bachelor’s degree or equivalent practical experience
Additional helpful experience with live transcription, agent assistance, production voice agents, telephony onboarding and migrations, multi-carrier or multi-region voice systems, session border controllers, media servers, and telephony compliance programs

Benefits

Comp & perks

Flexible time off
Learning and development opportunities
Comprehensive onboarding program
Leadership training
Programs and events
Bonusly rewards
Peer-nominated awards
Company-paid medical, dental, and vision insurance
100% employer-paid options and 90% coverage for dependents
FSA and HSA
401k match
Telehealth options, including One Medical memberships
Parental leave and support
Up to $20k in fertility services, including 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
Annual bonus
Equity
Holistic benefits package