Senior Principal Inbound Product Manager, CRM Voice AI

🔥 15 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $190.9k - $334.1k / year

⏰ Full Time

🟠 Senior

✅ Product Manager

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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 complex customer engagement pod directly and provide product direction across two additional pods • Own relationships with customer leadership teams, including timelines and expectations • Lead agent design, build, and evaluation with forward-deployed engineers • Drive conversational experience quality, including dialog quality, turn-taking, interruption handling, barge-in behavior, and endpointing • Collaborate with the platform voice team on voice pipeline innovation and low-latency infrastructure • Influence decisions involving real-time streaming, LLM orchestration, and voice-to-voice model integration using production customer data • Support customers across industry verticals • Evaluate patterns, intents, and conversation flows for productization into industry-specific voice content • Convert customer-specific successes into repeatable product assets • Monitor and optimize voice agents through production go-live and customer handoff

🎯 Requirements

• 12+ years of product management experience • Recent hands-on experience shipping voice AI or conversational AI products • Hands-on experience building and evaluating AI agents, including conversation design, prompt engineering, testing, and iteration against real user interactions • Fluency with ASR, TTS, streaming pipelines, latency optimization, endpointing, barge-in, and turn-taking • Experience with telephony integration, including SIP, call transfers, IVR systems, or CCaaS platforms • Experience working directly with enterprise customers on technical deployments • Experience building or evaluating conversational systems • Technical depth in LLM orchestration for real-time conversational use cases • Experience defining voice-specific evaluations, including task completion, latency, transcription accuracy, and conversational quality • Track record of productizing customer-specific solutions into repeatable, industry-level assets preferred as an even-better qualification • Industry expertise in telecommunications, financial services, travel, or healthcare preferred as an even-better qualification

🏖️ 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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