Manager, Voice Operations

Ready to be a Titan?

We’re looking for someone to lead our growing Voice Operations team. This is a hands-on coordination and incident management role to scale Service Titan’s Real-Time Communications Platform for our growing customer base and new products.

We have an unwavering zeal to make our Customers successful and to support this we have an incredibly rich set of functionality and customer use cases that ServiceTitan will continue to enhance, build, and scale. You must have a background in process management and work well under high pressure - phones are the lifeblood of our customer’s businesses and must have 99.99%+ uptime. We make a huge impact on thousands of companies in the U.S. and abroad by enabling them to be more efficient and effective at running their businesses. Many of the features we offer — in particular, Contact Center Pro as well as our Machine Learning and AI-driven scheduling and dispatch automation — are light-years ahead of what currently exists on the market and we love to hold this position.

We are quality minded, use the most modern tools on the .NET platform, have an amazing culture, love to solve complex problems, and embrace learning, exploration, and growth. If you share the same values, we’d like to talk to you!

What you’ll do:

• Be accountable for the voice operations team and maintaining 24/7 on-call coverage and 99.99% uptime on our communication platforms

• Communicate effectively with engineers, product managers, customers, partners, and other leaders

• Lead the release management cycle for our communications infrastructure Take on a command and control role as Incident Manager during communication services related incidents (phones, texting, email), focusing on minimizing MTTR, MTTD, and containment efforts.

• Participate in after action reviews and facilitate the discovery of the root causes.

• Collaborate with technical and management teams to develop and implement improvements from these investigations.

• Identify, evaluate and execute preventive measures to minimize/avoid impact on the customers experience.

• Proactive v/s Customer escalated Conduct Root Cause Analysis and consult with subject matter experts to drive changes to prevent recurrence including voice architecture changes, infrastructure changes, or operational changes Participate in on-call rotations, driving restoration and repair of service-impacting issues

• Present monthly voice availability and operability metrics to cross-org leadership team

• Collaborate with cross-functional teams to provide timely and accurate information regarding incidents and recommended actions.

• Documenting and communicating detailed incident findings to both technical and non-technical stakeholders.

• Conducting post-incident analyses and developing recommendations for preventing future occurrences.

• Collaborate with Recruiting — in particular, interview candidates and co-own activities related to lead generation and screening

What you’ll bring:

• B.S., M.S. or PhD in Computer Science, Physics, Engineering or a related technical field with 3-5+ years of experience

• Excellent verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical audiences

• Experience with operational work related to real-time communications platforms

• Experience with administration for Azure, AWS, or other public/private cloud technology. Experience with log / metric collection and analysis tools (e.g. Elasticsearch-Logstash-Kibana, DataDog, Interana)

• Experience with scripting languages such as bash and Powershell

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

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.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role for candidates residing in the United States is between $183,400 USD - $245,400 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.