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Salary: USD 166,500 - 291,400 / annual
ServiceNow's CRM Voice AI team builds autonomous voice agents for enterprise customer service that resolve interactions end-to-end. The team operates in pods—small, dedicated teams embedded with single enterprise customers—shipping production voice AI today and scaling aggressively. You will run one pod directly while floating across one to two others, giving you both deep customer context and platform-wide impact.
In this Principal PM role, you own three interconnected areas:
1. **Speech Model Evaluation & Experimentation**: You own STT and TTS model evaluation for CRM Voice AI. The speech model landscape moves rapidly with new ASR and TTS models shipping constantly, each with different tradeoffs on latency, accuracy, naturalness, language support, and cost. You run structured evaluations against real production workloads, collaborate with the platform voice team on model decisions, and drive experimentation across the customer base. When new models ship, you provide the methodology, data, and production context to decide whether customers should migrate.
2. **Pod Leadership**: You run one pod directly from agent shadowing through conversation design, build, production go-live, and customer handoff. You own both the customer outcome and the product learnings that feed into the platform roadmap.
3. **Industry Vertical Ownership**: You identify patterns across pods and model evaluations to prioritize capabilities and conversation designs for a specific industry vertical, building the playbook for how CRM Voice AI enters new markets.
You sit at the intersection of the platform voice infrastructure team and the CRM deployment team, with influence in both directions. The role requires context-switching between deep technical model evaluation and customer-facing product work. Your production evaluation methodology becomes a competitive advantage against well-funded AI startups and CCaaS incumbents.
**Requirements:**
- 8+ years of product management experience with recent work in voice AI, conversational AI, or speech technology
- Working knowledge of speech models: ASR architectures, TTS synthesis approaches, and tradeoffs between latency, accuracy, naturalness, and cost
- Production experience evaluating or deploying speech models (not just prototyping)
- Comfort with experimentation and evaluation methodology; ability to design tests, instrument them, and convert results into product decisions
- 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
**Preferred:**
- Hands-on experience benchmarking across multiple ASR or TTS providers
- Background in machine learning or audio/speech engineering
- Industry expertise in high-volume contact center verticals: telecommunications, financial services, travel, healthcare
