Lead Product Manager, Intercom Calling

About the Role

Intercom is one of the fastest-growing and most-loved product lines at Verkada, in a $1B+ market we've only begun to tap. At its core, the intercom connects people with the businesses and organizations they're visiting through a call. Whether you need to get into a building, drop off a package, ask about store hours or get help in an emergency, the intercom is how you reach a person who can help.

Calling is at the heart of the Intercom experience, and we need a product manager to own it end to end: every call, from the moment someone presses the button to the moment someone answers and helps them.

You'll own the underlying calling pipeline, enterprise-grade call routing, the context and controls that help people answering make better decisions, and the AI that automates call responses. Your job is to make every call reliable, productive and delightful.

We are committed to a thriving in-office culture. This role requires you to work onsite at our HQ in San Mateo, CA.

What You’ll Own

Calling stack: make every call great

• Define the roadmap for our signaling and media paths, across first- and third-party and online and offline pipelines
• Deliver a consistent answering experience on every endpoint: iOS, Android, web browsers, PSTN and VoIP
• Track the metrics that matter: ring rate, connection success rate, dropped calls and audio/video quality (load time, latency, packet loss, jitter, MOS)
• Address failure modes on real-world networks, including weak cellular links, restrictive enterprise firewalls and NAT traversal
• Manage relationships with subprocessors and technology partners, including corporate phone and communications platforms

Call routing: get every call to the best person available

• Add intelligence to routing based on audio and video triggers, building state (such as after hours or lockdown), schedules and staff availability
• Define what the caller experiences while their call is being routed
• Design strategies for concurrent calls: ring strategies (simultaneous, sequential, round robin), triage, queuing, forwarding and failover
• Build tools that let admins configure, test and manage routing at scale across many sites, users, and devices (including receiver groups, SCIM syncing)

Call context and controls: give the person answering superpowers

• Enrich calls with context for better decisions, such as live captions, nearby security camera feeds, visitor history and access logs
• Build advanced controls that put fast, powerful options at the answerer's fingertips, such as real-time voice translation, security escalation and multi-door unlocking
• Drive sophisticated video features such as two-way video, auto-framing and AI filters that improve the calling experience

AI receivers: use voice AI to streamline responses

Today, conversational AI handles low-risk tasks like sharing basic information about a business and its policies (Info Desk) and finding the right tenant to call (Voice Directory). We see many more interactions it can automate, including wayfinding, appointment management and granting building entry.

• • Define human escalation rules, clean handoffs and firm guardrails for AI conversations, especially anything safety-related
  • Build frameworks to measure quality, including escalation rate, accuracy, latency, system observability and model evals
  • Identify, prototype and launch new voice AI use cases with the goal of finding product-market fit

How You'll Work

• Own customer discovery: talk to customers, go on site walks and see pain points firsthand in the field
• Set product strategy and prioritize the roadmap, balancing tradeoffs between reliability, new capabilities and customer needs
• Partner closely with engineering and design, bringing both technical depth and design sense
• Drive execution from spec to launch with obsessive attention to detail
• Craft the product pitch with marketing and sales
• Stay on top of the competitive landscape and market trends

What You'll Bring

• 8+ years of product management experience
• A track record of building and scaling complex enterprise software products
• An undergraduate degree in computer science, electrical engineering or a similar quantitative field. An MS, MBA or equivalent experience is a plus but not required
• Comfort going deep with engineers on architecture and tradeoffs, then explaining them clearly to customers and executives
• Strong written and verbal communication skills
• You enjoy envisioning the big picture and managing the details
• You like getting your hands dirty and getting out in the field to understand customer pain points
• Must be willing and able to work onsite five days per week

Nice to Have

• Technical knowledge of SIP and/or WebRTC: signaling vs. media, codecs, STUN/TURN and NAT traversal, SFUs, and what actually causes a call to fail or degrade
• Technical knowledge of audio processing and acoustics, such as audio DSPs, microphone selection and design, beamforming and noise cancellation
• A track record of improving reliability and quality with data: you've defined quality metrics, built the dashboards and moved the numbers
• Experience shipping voice AI or conversational agents, including speech recognition, text-to-speech and real-time speech-to-speech models
• A background in physical security, access control, video surveillance, emergency dispatch (PSAP/911/CAD) systems or IoT hardware

• Healthcare programs that can be tailored to meet the personal health and financial well-being needs - Premiums are 100% covered for the employee under at least one plan and 80% for family premiums under all plans
• Nationwide medical, vision and dental coverage
• Starting January 2027, Verkada will match a portion of an employee’s 401(k) contributions based on eligible earnings. Match vests on 2 year anniversary
• Health Saving Account (HSA) with annual employer contributions and Flexible Spending Account (FSA) with tax saving options
• Expanded mental health support
• Paid parental leave policy & fertility benefits
• Time off to relax and recharge through our paid holidays, firmwide extended holidays, flexible PTO and personal sick time
• Professional development stipend
• Wellness/fitness benefits
• Healthy lunches provided daily
• Commuter benefits