Senior Inbound Product Manager, CRM Voice AI

🔥 15 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $143.2k - $243.4k / year

⏰ Full Time

🟠 Senior

✅ Product Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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 two pods closely through the full build lifecycle with two enterprise customers simultaneously, from agent shadowing through production go-live • Own relationships with each customer’s team, setting timelines and expectations and delivering on them • Partner with forward-deployed engineers to own agent design, build, and evaluation • Monitor and optimize production voice agents • Lead customer handoff to make customers self-sufficient • Build tooling and intelligence layers that make voice agents better and easier to build • Develop automated evaluation frameworks to measure voice-agent quality • Analyze calls and determine what happened and why • Improve the customer administration experience for managing and improving agents • Develop smarter agentic design patterns and deterministic procedures for reliable behavior • Feed learnings from customer pods into the platform roadmap and repeatable productized assets • Collaborate with enterprise customers, engineers, and CRM platform teams

🎯 Requirements

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving • 5+ years of product management experience, or equivalent experience in engineering, solutions consulting, or technical program management where product outcomes were owned • Hands-on experience building and evaluating AI agents or conversational AI systems • Experience with conversation design, prompt engineering, testing, and iteration against real user interactions • Comfort with data and evaluation systems • Experience working directly with customers or end users on technical products • Strong technical foundation; ability to read code and understand API contracts • Ability to engage with engineers on system design • Experience developing repeatable processes • Experience with conversational AI, voice technology, or contact center operations • Familiarity with agentic AI design patterns (even better) • Experience with telephony environments including SIP, CCaaS platforms, or real-time media handling (even better)

🏖️ 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

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