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Salary: USD 190,900 - 334,100 / annual
ServiceNow is seeking a Senior Staff Product Manager to lead the conversational core of its Voice AI platform, one of the company's fastest-growing Now Assist capabilities. This role combines a validated product already in production with marquee customers with the mandate and scope of a true 0→1 builder. The Voice AI platform delivers intelligent voice agents that resolve customer interactions end-to-end, competing directly against well-funded startups and contact center-as-a-service (CCaaS) incumbents on conversational quality, containment, and reliability.
You will own three critical areas: the conversational core of the Voice AI platform (dialog quality, LLM selection, and evaluation); the emerging voice-to-voice model integration and deployment strategy; and the customer-enablement motion that enables enterprises to design and ramp their own voice agents.
This is a category-defining product at an inflection point, scaling from a handful of live customers today toward approximately 100 within the next year. You will have genuine 0→1 latitude inside an enterprise platform with real distribution, shaping the roadmap for voice-to-voice model integration as the technology itself is still being defined. You'll sit at the center of both product and customer, owning enablement as well as the core conversational engine rather than a narrow slice of either.
Success is measured by: scaling the Voice AI platform's live customer base from a small handful to roughly 100 within the next year; measurable improvement in conversational quality, containment, and reliability (the dimensions enterprise buyers evaluate most closely); and a voice-to-voice model integration and deployment strategy that keeps pace with a fast-moving technology landscape.
ServiceNow is the AI control tower for business reinvention, serving 85% of the Fortune 500. The company brings together any AI, any data, and any workflow to help organizations work smarter, faster, and better.
REQUIREMENTS:
- 12+ years of product management experience with recent hands-on experience shipping voice AI products in the last 12–18 months. Years of PM tenure matter far less than what you've shipped recently and how deep you've gone technically.
- Fluency with voice stack: ASR, TTS, speech-to-speech, streaming, latency, endpointing, barge-in, turn-taking, noise handling.
- Telephony fluency: SIP, call transfers, Amazon Connect, Genesys, Twilio, or similar CCaaS platforms.
- Experience defining voice-specific evaluations (task completion, latency, transcription accuracy, interruptions, conversational quality).
- Strong technical background in conversational AI and real-time interactions.
- Depth in LLM model evaluation for conversational use cases.
- Proven experience in AI customer enablement — helping enterprise customers design and ramp their own solutions.
- Track record of driving 0→1 innovations from early product to scale.
- Experience with telephony and real-time media signaling in a voice AI context.
