Product Management Director – Contact Center Frameworks

🔥 30 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $221.2k - $387.1k / year

⏰ Full Time

🔴 Lead

📞 Call Center Representative

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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

• Own the multi-year vision and roadmap for native contact center and voice AI across voice, digital channels, and agentic automation • Decide what ServiceNow builds, partners for, or integrates • Establish a defensible position as CCaaS and CRM markets converge • Define how AI agents handle live customer conversations end to end, including autonomous resolution, escalation, and context retention • Set the experience and performance standards for real-time voice across languages and thousands of concurrent interactions • Guide the omnichannel agent workspace experience for Voice and Digital using Agentic capabilities • Connect customer conversations to completed work and outcomes • Build Carrier, CPaaS, and hyperscaler partnerships satisfying telecom and regulatory requirements • Own competitive and commercial positioning, including packaging and consumption models for AI capabilities • Act as executive-facing subject matter expert across Product, Engineering, Legal, and Go-to-Market • Influence and drive initiatives across the company without direct authority

🎯 Requirements

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving • 15+ years of experience in enterprise software product management • Significant depth in contact center, CCaaS, CPaaS, or conversational AI • End-to-end ownership of a voice or real-time communications product from strategy through GA and scale • Working command of telephony fundamentals, including SIP, WebRTC, media handling, and carrier interconnect • Experience shipping conversational or agentic AI in production at enterprise scale • Track record of setting product strategy in a contested market using primary-source competitive and market analysis • Experience owning or materially shaping commercial models, including packaging, pricing, and consumption or usage-based metering • Proven ability to build and structure third-party partnerships and negotiate technical and commercial scope with infrastructure or platform vendors • Ability to influence at VP and C-level across a matrixed organization and drive execution without direct authority • Excellent written and verbal communication skills • Ability to work directly with enterprise customers to gather requirements, validate solutions, and drive adoption of complex operational products • High energy, self-starter, and aptitude for learning new technologies • Previous engineering experience in development, quality assurance, or DevOps/CloudOps is advantageous • Experience with CRM or service management platforms, particularly at the CRM/contact center boundary, is good to have • Familiarity with contact center regulatory and compliance requirements, including call recording consent, PCI, HIPAA, and regional data residency, is good to have • Experience navigating telecom regulatory or licensing constraints is good to have • Background in workforce engagement management, routing, or orchestration systems is good to have • Experience working with BPO or outsourced service delivery partners is good to have

🏖️ 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 • Flexible or remote work persona, depending on work and assigned location • Reasonable accommodation support during the application process

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