Principal Product Manager, Voice AI

About the Team

Voice AI is one of ServiceNows fastest-growing Now Assist capabilities: intelligent voice agents that resolve customer interactions end-to-end. The platform is already in production with marquee customers and scaling fast competing head-to-head against well-funded startups and CCaaS incumbents on the dimensions buyers test most conversational quality containment and reliability.

About the role

ServiceNow is looking for a Principal Product Manager to lead the conversational core of its Voice AI platform. This is a rare combination: a product already validated in production with enterprise customers paired with the mandate and scope of a true 01 builder. The team is on an aggressive growth trajectory scaling from a handful of live customers today toward 100 within the next year. For an agentic AI product leader who wants ownership of a fast-moving technically deep product with a clear path to market impact this is that role.

What Youll Own

• The conversational core of the Voice AI platform dialog quality LLM selection and evaluation.
• The emerging voice-to-voice model integration and deployment strategy.
• The customer-enablement motion that lets enterprises design and ramp their own voice agents.

Why this role matters

• Own a category-defining product at an inflection point already live with marquee customers and scaling aggressively with the growth trajectory and executive visibility of a flagship initiative.
• Shape the roadmap for voice-to-voice model integration as the technology itself is still being defined. Genuine 01 latitude inside an enterprise platform with real distribution.
• Compete directly against the best-funded startups and CCaaS incumbents in the market with the resources and reach of ServiceNows Now Assist platform behind you.
• Sit at the center of both the product and the customer owning enablement as well as the core conversational engine rather than a narrow slice of either.

What Success Looks Like

• Scaling the Voice AI platforms live customer base from a small handful today to roughly 100 within the next year.
• Measurable improvement in conversational quality containment and reliability. The dimensions enterprise buyers evaluate most closely.
• A voice-to-voice model integration and deployment strategy that keeps pace with a fast-moving technology landscape.

Qualifications :

• 8-10 years of product management experience recent hands-on experience shipping voice AI products in the last 1218 months. Years of PM tenure matter far less than what youve shipped recently and how deep youve gone technically. 
• Fluency with voice stack: ASR TTS speech-to-speech streaming latency endpointing barge-in turn-taking noise handling.
• Telephony fluency: SIP call transfers Amazon Connect Genesys Twilio or similar CCaaS platforms.
• Experience defining voice-specific evaluations (task completion latency transcription accuracy interruptions conversational quality).
• Strong technical background in conversational AI and real-time interactions.
• Depth in LLM model evaluation for conversational use cases.
• Proven experience in AI customer enablement helping enterprise customers design and ramp their own solutions.
• A track record of driving 01 innovations from early product to scale.
• Experience with telephony and real-time media signaling in a voice AI context.

For positions in this location we offer a base pay of $221200 - $387100 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin age disability gender identity  veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time