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Salary: USD 190,900 - 334,100 / annual
ServiceNow's CRM Voice AI team is seeking a Senior Principal Product Manager to lead the development of autonomous voice agents for enterprise customer service. This role combines hands-on pod leadership with platform-level influence in a hybrid model that pairs startup velocity with enterprise scale.
You will run one of the team's most complex customer engagements directly while providing product direction across two additional pods. The role splits between two core areas: (1) owning the conversational experience itself—dialog quality, turn-taking, interruption handling, barge-in behavior, and endpointing—and collaborating with the platform voice team on voice pipeline innovation, real-time streaming infrastructure, LLM orchestration, and voice-to-voice model integration; and (2) owning an industry vertical, evaluating which patterns, intents, and conversation flows can be productized into repeatable, out-of-the-box voice content for specific industries.
You will work embedded with enterprise customers—on their calls, in their systems, solving their problems in real time—while simultaneously shaping the product roadmap. Your learnings from customer pods feed directly into platform decisions and repeatable, productized assets that scale beyond any single engagement. When the platform team makes stack decisions about real-time streaming, LLM orchestration, or voice-to-voice model integration, you bring production customer data and real-world edge cases that inform those choices.
The team ships voice AI in production with real enterprise customers today, competing directly against well-funded AI startups and CCaaS incumbents. You get both startup ownership and enterprise backing—the platform supports 85% of the Fortune 500—with a direct seat at the platform table influencing voice infrastructure decisions.
**Requirements:**
- 12+ years of product management experience, with recent hands-on work shipping voice AI or conversational AI products (last 12–18 months of shipped work prioritized over total years)
- Fluency with the voice stack: ASR, TTS, streaming pipelines, latency optimization, endpointing, barge-in, turn-taking; real tradeoff decisions, not just vendor evaluation
- Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms
- Direct experience working with enterprise customers on technical deployments in their environment, on their calls, solving their problems
- Strong opinions on what makes voice conversations feel human, backed by experience building or evaluating conversational systems
- Technical depth in LLM orchestration for real-time conversational use cases
**Preferred:**
- 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
