Principal Inbound Product Manager, CRM Voice AI

About the Position

Join ServiceNow as a Principal Inbound Product Manager, CRM Voice AI, where you'll lead autonomous voice agents for customer service.

Responsibilities

• Run one pod directly and float across one to two others, providing product direction and unblocking teams.
• Own the relationship with the customer’s leadership team, setting the timelines and expectations, then delivering on them.
• For assigned pods, own agent design, the build, and evaluation.
• Conduct STT and TTS model evaluation and experimentation for CRM Voice AI.
• Support a variety of industry verticals by identifying which capabilities and conversation designs can be prioritized and productized for a specific industry.

Requirements

• 8+ years of product management experience, with recent work in voice AI, conversational AI, or speech technology.
• Hands-on experience building and evaluating AI agents - conversation design, prompt engineering, testing, and iteration against real user interactions.
• Working knowledge of speech models - ASR architectures, TTS synthesis approaches, and the tradeoffs between latency, accuracy, naturalness, and cost.
• Experience with experimentation and evaluation methodology.
• Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms.
• Experience working directly with enterprise customers on technical products.
• Ability to context-switch between deep technical model evaluation and customer-facing product work without dropping either.

Nice to Have

• Hands-on experience benchmarking across multiple ASR or TTS providers.
• Background in machine learning or audio/speech engineering.
• Industry expertise in verticals with high contact center volume: telecommunications, financial services, travel, healthcare.

We Offer

• Base pay of $166,500 - $291,400 per year, plus equity (when applicable), variable/incentive compensation, and benefits.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• ESPP, matching donations.
• Flexible time away plan and family leave programs.

About the Company

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow-helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

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 law. In 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 [email protected] 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.