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Salary: USD 143,200 - 243,400 / annual
ServiceNow's CRM Voice AI team is building autonomous voice agents for enterprise customer service. This Senior Product Manager role operates within a pod-based model where you work directly with enterprise customers to build, deploy, and optimize production voice agents.
You will run two customer pods simultaneously, owning the full lifecycle from agent shadowing and conversation design through production go-live and customer handoff. This hands-on engagement gives you direct exposure to real-world voice AI implementation across different industries and contact center environments.
Beyond pod execution, you'll focus on building the tooling and intelligence layer that scales voice agent capabilities across the platform. This includes:
- Automated evaluation frameworks to systematically measure voice agent quality
- Analytics systems to understand call outcomes and agent behavior
- Admin and management experiences for customers to improve their own agents
- Agentic design patterns that enable deterministic, reliable behavior on structured tasks
The role combines deep customer immersion with platform-level product thinking. Your learnings from individual customer implementations feed directly into the platform roadmap and create repeatable, productized assets that scale beyond single engagements. You'll work alongside forward-deployed engineers and have visibility across multiple pods, positioning you as one of the company's most experienced practitioners in shipping production voice AI.
ServiceNow's CRM Voice AI team competes directly against well-funded AI startups and established CCaaS incumbents, with agents running on a real-time streaming pipeline featuring best-in-class ASR, TTS, and LLM orchestration integrated into ServiceNow's broader platform.
REQUIREMENTS:
- 5+ years of product management experience, or equivalent in engineering, solutions consulting, or technical program management with ownership of product outcomes
- Comfort with data and evaluation; ability to design systems that measure effectiveness at scale
- Direct experience working with customers or end users on technical products
- Strong technical foundation: can read code, understand API contracts, and discuss system design with engineers
- Instinct for repeatable process; ability to identify patterns and scale solutions across customers
PREFERRED QUALIFICATIONS:
- Experience with conversational AI, voice technology, or contact center operations
- Background building evaluation frameworks, QA automation, or analytics products
- Familiarity with agentic AI design patterns and structured agent behavior
- Coding ability in any language (prototyping, scripting, data analysis)
- Experience with telephony environments: SIP, CCaaS platforms, real-time media handling
