Senior Principal Inbound Product Manager, CRM Voice AI

About the Team:   

CRM Voice AI builds autonomous voice agents for customer service that resolve customer interactions end-to-end and drive significant value for the business. Were a team inside ServiceNows CRM business unit shipping production voice AI with enterprise customers today and scaling aggressively. Our agents run on a real-time streaming pipeline with best-in-class ASR TTS and LLM orchestration integrated into the same platform where many of our customers already manage their front middle and back-office workflows. For those that dont the voice agent is often the tip of the spear that brings them in. We compete directly against well-funded AI startups and CCaaS incumbents and were winning. 

How We Work:   

We work in pods - small dedicated teams embedded with a single enterprise customer building their voice agents from first call to self-sufficiency. A pod owns the full lifecycle: agent shadowing conversation design build production go-live and the handoff that makes the customer self-sufficient so the pod can move on to the next one. Each pod pairs forward-deployed engineers with a product manager who owns both the customer outcome and the product learning that comes from it. 

Every PM on this team runs at least one pod directly and has visibility across others. Youre in the customers world - on their calls in their systems solving their problems - while simultaneously shaping what the product becomes. The learnings from your pods feed directly into the platform roadmap and into repeatable productized assets that scale beyond any single customer. 

What This Role Owns:   

• You run one pod directly - one of our most complex customer engagements - and float across two others providing product direction and unblocking teams. But the pod work is only half the job. 
• Your primary technical focus is the conversational experience itself: dialog quality turn-taking interruption handling barge-in behavior and endpointing. You collaborate directly with the platform voice team on voice pipeline innovation the low-latency infrastructure that makes a voice agent feel like a conversation rather than a bot reading a script. When the platform team is making stack decisions about real-time streaming LLM orchestration or voice-to-voice model integration youre in the room with production customer data and real-world edge cases that no one else has. 
• You also own an industry vertical. As we scale across customers you evaluate which patterns intents and conversation flows can be productized into out-of-the-box voice content for a specific industry. Youre turning one-off wins into repeatable assets and you have the customer exposure to know which abstractions actually hold. 

Why This and Not Somewhere Else:   

Youre not choosing between startup speed and enterprise scale. You get both. This team ships voice AI in production with real enterprise customers with the same urgency and ownership youd find at a startup backed by a platform that supports 85% of the Fortune 500. You have a direct seat at the platform table influencing voice infrastructure decisions with data from your own deployments. This role puts you in a customers contact center debugging a live voice agent one day and shaping platform architecture decisions the next. That combination is rare and its why this team exists. 

Qualifications :

What You Bring:   

• 12 years of product management experience with recent hands-on work shipping voice AI or conversational AI products. What youve shipped in the last 12-18 months matters more than total years. 
• Fluency with the voice stack: ASR TTS streaming pipelines latency optimization endpointing barge-in turn-taking. Youve made real tradeoff decisions here not just evaluated vendor demos. 
• Experience with telephony integration: SIP call transfers IVR systems or CCaaS platforms. 
• Experience working directly with enterprise customers on technical deployments - not from a distance but in their environment on their calls solving their problems. 
• Strong opinions on what makes a voice conversation feel human backed by experience building or evaluating conversational systems. 
• Technical depth in LLM orchestration for real-time conversational use cases. 

Even Better:   

• A track record of productizing customer-specific solutions into repeatable industry-level assets. 
• Industry expertise in verticals with high contact center volume: telecommunications financial services travel healthcare. 
• Experience defining voice-specific evaluations such as task completion latency transcription accuracy and conversational quality. 

FD21

For positions in this location we offer a base pay of $190900 - $334100 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 :

No

Employment Type :

Full-time