About the Position

Senior 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. We're a team inside ServiceNow's 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 orchestration, integrated into the same platform where many of our customers already manage their front, middle, and back-office workflows.

Responsibilities

Run two pods closely - hands-on through the full build lifecycle with two enterprise customers simultaneously, from agent shadowing through production go-live.
Own the relationship with each customer’s team – setting the timelines and expectations, then delivering on them.
Own agent design, the build and evaluation for the assigned pods.
Develop the tooling and intelligence layer that makes voice agents better and easier to build.

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
5+ years of product management experience, or equivalent experience in a technical role such as engineering, solutions consulting, or technical program management where you owned product outcomes.
Hands-on experience building and evaluating AI agents or conversational AI systems.
Comfort with data and evaluation.
Experience working directly with customers or end users on technical products.
Strong technical foundation.
An instinct for repeatable process.
Experience with conversational AI, voice technology, or contact center operations.

Nice to Have

Familiarity with agentic AI design patterns and how to give an AI agent reliable, structured behavior alongside open-ended reasoning.
Experience with telephony environments: SIP, CCaaS platforms, real-time media handling.

We Offer

Base pay of $143,200 - $243,400, 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.

Work Location

Location: Santa Clara, United States
Work Persona: Flexible or Remote

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.

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.

Senior Inbound Product Manager, CRM Voice AI

Job description