Principal Product Manager, Voice AI

About the role

The Principal Product Manager will lead the conversational core of ServiceNow's Voice AI platform. This role involves owning the dialog quality, selecting and evaluating Language Models (LLMs), and developing the customer-enablement strategy. The team is growing rapidly, aiming to scale from a handful of live customers today to around 100 within the next year.

Responsibilities

• Own the conversational core of the Voice AI platform, focusing on dialog quality, LLM selection, and evaluation.
• Develop the emerging voice-to-voice model integration and deployment strategy.
• Drive the customer-enablement motion that enables enterprises to design and ramp their own voice agents.

Qualifications

• 8-10+ years of product management experience, with recent hands-on experience in voice AI products.
• Fluency with voice stack technologies, including ASR, TTS, speech-to-speech, and telephony fluency with platforms like SIP, Amazon Connect, Genesys, and Twilio.
• Experience defining voice-specific evaluations and managing real-time interactions.
• Strong technical background in conversational AI and real-time interactions, with expertise in LLM model evaluation.
• Proven experience in AI customer enablement, helping enterprises design and ramp their own solutions.
• Track record of driving 0→1 innovations from early product to scale.
• Experience with telephony and real-time media signaling in a voice AI context.

Pay

Base pay range: $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation, and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.