Senior Principal Inbound Product Manager, CRM Voice AI

About the Position

Senior Principal Inbound Product Manager, CRM Voice AI

We are seeking a seasoned Senior Principal Inbound Product Manager to join our CRM Voice AI team in New York. This role is pivotal in shaping the future of customer service through advanced voice AI technologies.

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 ASR, TTS, and LLM orchestration, integrated into the same platform where many of our customers already manage their front, middle, and back-office workflows.

Responsibilities

• Run one pod directly - one of our most complex customer engagements - and float across two others, providing product direction and unblocking teams.
• Focus on the conversational experience itself: dialog quality, turn-taking, interruption handling, barge-in behavior, and endpointing.
• Collaborate directly with the platform voice team on voice pipeline innovation.
• Own an industry vertical, evaluating which patterns, intents, and conversation flows can be productized into out-of-the-box voice content for a specific industry.

Requirements

• 12+ years of product management experience, with recent hands-on work shipping voice AI or conversational AI products.
• Fluency with the voice stack: ASR, TTS, streaming pipelines, latency optimization, endpointing, barge-in, turn-taking.
• Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms.
• Experience working directly with enterprise customers on technical deployments.
• 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.

Nice to Have

• 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.

We Offer

• Base pay of $190,900 - $334,100, 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

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.

Work Location

This position requires on-site work in New York.

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