Principal Product Manager, CRM Voice AI

🔥 26 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $166.5k - $291.4k / year

⏰ Full Time

🔴 Lead

✅ Product Manager

🦅 H1B Visa Sponsor

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Run one customer pod directly and float across one to two others, providing product direction and unblocking teams • Own relationships with customer leadership teams, setting timelines and expectations and delivering on them • Own agent design, build, and evaluation with forward-deployed engineers • Own STT and TTS model evaluation and experimentation for CRM Voice AI • Run structured evaluations against real production workloads • Collaborate with the platform voice team on speech model decisions • Drive experimentation across the customer base • Identify capabilities and conversation designs to prioritize and productize for specific industries • Build playbooks for CRM Voice AI market entry into new industries • Contribute pod learnings to the platform roadmap and repeatable productized assets

🎯 Requirements

• 8+ years of product management experience • Recent work in voice AI, conversational AI, or speech technology • Hands-on experience building and evaluating AI agents • Experience with conversation design, prompt engineering, testing, and iteration against real user interactions • Working knowledge of speech models, including ASR architectures and TTS synthesis approaches • Experience evaluating or deploying speech models in production • Comfort with experimentation and evaluation methodology • Experience with telephony integration, including SIP, call transfers, IVR systems, or CCaaS platforms • Experience working directly with enterprise customers on technical products • Ability to context-switch between technical model evaluation and customer-facing product work • Hands-on experience benchmarking across multiple ASR or TTS providers is an advantage • Background in machine learning or audio/speech engineering is an advantage • Industry expertise in telecommunications, financial services, travel, or healthcare is an advantage

🏖️ Benefits

• Equity (when applicable) • Variable/incentive compensation • Health plans • Flexible spending accounts • 401(k) Plan with company match • ESPP • Matching donations • Flexible time away plan • Family leave programs

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