Principal Product Management, ServiceTitan
Contact Center Pro
$166.5-222.7k
+ Bonus + Equity
More information about location
All-in-one operating platform for trades
Open for applications
All-in-one operating platform for trades
1001+ employees
Open for applications
$166.5-222.7k
+ Bonus + Equity
More information about location
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- CCaaS background is required; other adjacent enterprise SaaS experience is a plus (e.g., CRM, workforce management, customer experience platforms). Deep understanding of agent/manager workflows, reporting/analytics, omnichannel customer engagement (voice, chat, email, messaging), and integrations with CRMs or ticketing systems
- 8+ years in product management or relevant experience
- Experience serving mid-market to large enterprise customers, where customization, compliance, and scale are important
- Technical Fluency: Strong grasp of APIs, platform integrations, data models, and UX for complex enterprise applications
- Cross-functional Leadership: Proven success working with engineering, design, sales, support, and customer success to ship and scale products
- East Coast based due to the critical morning hours for many of our customers
What the job involves
- As a Principal Product Manager for the CCP application, you will be a critical owner of the product's success
- You will be responsible for defining, building, and launching features that solve key customer problems
- This is a key role for an exceptionally clear thinker who can translate complex customer needs into an actionable roadmap and drive execution with engineering and design partners
- Feature Discovery & Definition: Lead customer discovery and market research, engaging directly with agents, supervisors, and enterprise customers to identify pain points and opportunities
- Product Execution: Translate customer workflows and business needs into clear product requirements and user stories. Collaborate closely with engineering and design teams to ensure on-time delivery and high-quality releases
- Roadmap Development: Define and execute the product roadmap for the application layer, including the agent desktop, supervisor tools, admin console, analytics, and integrations
- Cross-Functional Collaboration: Partner with sales, marketing, and customer success teams to enable go-to-market execution, messaging, demos, and customer onboarding
- Customer Advocacy: Work with support and customer success to triage escalations, address product gaps, and improve adoption. Represent the product internally, acting as a voice of the customer in leadership discussions
- UX Excellence: Drive design and UX excellence for agent and supervisor workflows to balance ease of use with enterprise-grade flexibility
- Measure Success: Define and track key success metrics such as adoption, usage, NPS/CSAT, handle time, and agent productivity to ensure the product is meeting its goals
Our take
In the US, there's been a booming demand for home-service businesses, yet historically many of these trades were running with outdated software systems. That's where ServiceTitan comes in. Founded by friends who grew up around the trades, the company saw a clear gap and set out to give contractors the modern platform they desperately needed.
ServiceTitan's platform is designed specifically for the trades and brings together everything a contractor might need, in one handy system. By focusing on what trade-business owners actually need, it helps turn chaos into structure, giving visibility into operations, so owners can ultimately run their business better.
Now, ServiceTitan serves more than 11,800 trade customers and reported more than $10,000 in annualized billings and processes a huge volume of jobs on its platform. With a market that's still under-served by technology and a platform built to scale, the company is ready to grow even further.
Steph
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2022
$365m
SERIES H
Jul 2021
$200m
SERIES G
Total funding: $1.5bn
Company benefits
- Flexible time off
- Fully paid individual medical, dental, and vision coverage
- Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
- Tax free savings via HSA, FSA, and Dependent Care FSA
- 401(k) match
- Personal development programs
- Medical plan with up to $20,000 in fertility coverage
- Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
- Adoption support including reimbursement of up to $20,000
- Bereavement leave for loss of a pregnancy or loved one
- Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
Company HQ
Downtown, Glendale, CA
Leadership
Ara Mahdessian
(Co-Founder & CEO)They studied Management and Computer Science at Stanford University, before co-founding ServiceTitan with Vahe in January 2013. They have served since then as CEO.
Vahe Kuzoyan
(Co-Founder & President)Having studied Computer Science at the University of Southern California, they co-founded ServiceTitan in January 2013, serving as the president since.
Share this job
View 45 more jobs at ServiceTitan