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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 a pod model—small, dedicated teams embedded with single enterprise customers, owning the full lifecycle from agent design through production optimization and customer self-sufficiency.
In this Principal Product Manager role, you will run one pod directly while providing product direction across one to two additional pods. You own the customer relationship with their leadership team, setting timelines and expectations, and delivering on them alongside a team of forward-deployed engineers. You and your team own agent design, build, and evaluation for your pods.
Beyond pod work, you own speech-to-text (STT) and text-to-speech (TTS) model evaluation and experimentation for the entire CRM Voice AI platform. The speech model landscape moves rapidly—new ASR and TTS models ship constantly 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 emerge, you provide the methodology, data, and production context to decide whether customers should migrate.
You also support industry verticals. As patterns emerge across your pods and model evaluations, you identify which capabilities and conversation designs can be productized for specific industries, building playbooks for how CRM Voice AI enters new markets.
The pod model accelerates your production voice AI experience—you'll accumulate more real-world agent-building experience in one year than most PMs gain in several, across different industries, contact center environments, and conversation types. You sit at the intersection of the platform team building voice infrastructure and the CRM team deploying it, with influence in both directions. Your evaluation methodology becomes a genuine competitive advantage.
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 (foundation skill; speech model expertise layers on top)
- Working knowledge of speech models: ASR architectures, TTS synthesis approaches, and tradeoffs between latency, accuracy, naturalness, and cost; production deployment experience required, 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 without dropping either
PREFERRED:
- Hands-on experience benchmarking across multiple ASR or TTS providers
- Background in machine learning or audio/speech engineering sufficient to hold your own in model architecture discussions
- Industry expertise in high-volume contact center verticals: telecommunications, financial services, travel, healthcare
