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Salary: USD 143,200 - 243,400 / 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 shadowing and conversation design through production go-live and customer self-sufficiency handoff.
In this Senior Product Manager role, you will run two pods directly, working hands-on through the complete build lifecycle with two enterprise customers simultaneously. You'll become deeply experienced in what it actually takes to ship production voice agents in real-world environments across different industries, contact center setups, and conversation types.
Your second major focus area is the tooling and intelligence layer that makes voice agents better and easier to build. This includes: automated evaluation frameworks (systematically measuring voice agent quality), analytics (understanding what happened on calls and why), admin experience (how customers manage and improve their own agents), and agentic design patterns like deterministic procedures that give agents reliable behavior on structured tasks. You'll build infrastructure that enables your team and eventually customers to move faster and build better agents.
The pod model ensures you gain production voice AI experience at an accelerated pace—more in one year than most PMs accumulate in several. The evaluation frameworks and agentic design patterns you create have reach beyond your own pods. The team has direct influence on the platform roadmap, so your tooling shapes how ServiceNow thinks about voice agent quality at scale.
You'll work directly with enterprise customers running production voice AI from day one, embedded in their environments and systems. This is not a waiting-to-earn-access role; customer exposure is the job itself.
**Requirements:**
- 5+ years of product management experience, or equivalent in technical roles (engineering, solutions consulting, technical program management) where you owned product outcomes
- Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving
- Comfort with data and evaluation; ability to think systematically about measuring whether something works and building systems to do it at scale
- Direct experience working with customers or end users on technical products; you need to have been in the room where the work happens
- Strong technical foundation: can read code, understand API contracts, hold your own with engineers on system design
- Instinct for repeatable process; you see a problem solved once and think immediately about solving it for every customer
**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 giving AI agents reliable, structured behavior alongside open-ended reasoning
- Coding ability in any language (prototyping, scripting, data digging)
- Experience with telephony environments: SIP, CCaaS platforms, real-time media handling
