Senior Principal Product Manager, CRM Voice AI

🔥 15 minutes ago

🗽 New York – Remote

🗽 New York – 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 the customer outcome and product learning for pod engagements • Lead the full lifecycle from agent shadowing and conversation design through build, production go-live, and customer handoff • Focus on 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 on real-time streaming, LLM orchestration, and voice-to-voice model integration using production customer data • Own an industry vertical and identify patterns, intents, and conversation flows for productization • Convert customer-specific successes into repeatable, out-of-the-box voice content and scalable product assets

🎯 Requirements

• 12+ years of product management experience • Recent hands-on experience shipping voice AI or conversational AI products • 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 productizing customer-specific solutions into repeatable, industry-level assets • Industry expertise in telecommunications, financial services, travel, or healthcare • Experience defining voice-specific evaluations such as task completion, latency, transcription accuracy, and conversational quality

🏖️ 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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