Senior Principal Inbound Product Manager, CRM Voice AI

📋 Description

• Run one pod directly - one of the most complex customer engagements - and float across two others
• Own the relationship with the customer's leadership team – setting timelines and expectations, then
• For those pods, own agent design, build and evaluation with your team of FDEs
• Drive ServiceNow's conversational experience itself: dialog quality, turn-taking, interruption
• Collaborate with the platform voice team on voice pipeline innovation and low-latency infrastructure
• Support customers across industry verticals and productize patterns, intents, and conversation

🎯 Requirements

• 12+ years of product management experience, with recent hands-on work shipping voice AI or
• Hands-on experience building and evaluating AI agents - conversation design, prompt engineering
• Fluency with the voice stack: ASR, TTS, streaming pipelines, latency optimization, endpointing
• Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms
• Experience working directly with enterprise customers on technical deployments
• Strong opinions on what makes a voice conversation feel human, backed by experience building or

🎁 Benefits

• Health plans including flexible spending accounts
• 401(k) Plan with company match
• ESPP (Employee Stock Purchase Plan)
• Matching donations
• Flexible time away plan
• Family leave programs