Senior Inbound Product Manager, CRM Voice AI

About the role

CRM Voice AI builds autonomous voice agents for customer service that resolve customer interactions end-to-end and drive significant value for the business. We're a team inside ServiceNow's CRM business unit, shipping production voice AI with enterprise customers today and scaling aggressively. Our agents run on a real-time streaming pipeline with best-in-class ASR, TTS, and LLM orchestration, integrated into the same platform where many of our customers already manage their front, middle, and back-office workflows. For those that don't, the voice agent is often the tip of the spear that brings them in. We compete directly against well-funded AI startups and CCaaS incumbents, and we're winning.

Responsibilities

• Work in pods - small, dedicated teams embedded with a single enterprise customer, building their voice agents from first call to self-sufficiency; own the full lifecycle: agent shadowing, conversation design, build, production go-live, and handoff that makes the customer self-sufficient so the pod can move on to the next one.
• Run two pods closely - hands‑on through the full build lifecycle with two enterprise customers simultaneously, from agent shadowing through production go‑live.
• Build the tooling and intelligence layer that makes voice agents better and easier to build: automated evaluation frameworks, analytics, admin experience, and smarter agentic design patterns like deterministic procedures that give agents reliable behavior on structured tasks.
• Shape the product roadmap and create repeatable, productized assets that scale beyond any single customer.

Requirements

• 5+ years of product management experience, or equivalent experience in a technical role such as engineering, solutions consulting, or technical program management where you owned product outcomes.
• Comfort with data and evaluation; think naturally about how to measure whether something is working and how to build systems that do it at scale.
• Experience working directly with customers or end users on technical products.
• Strong technical foundation: able to read code, understand API contracts, and hold your own with engineers on system design.
• Instinct for repeatable process: see a problem solved once and immediately think about how to solve it for every customer.

Skills

• Experience with conversational AI, voice technology, or contact center operations.
• Background building evaluation frameworks, QA automation, or analytics products.
• Familiarity with agentic AI design patterns and how to give an AI agent reliable, structured behavior alongside open‑ended reasoning.
• Coding ability in any language (ability to prototype, script, and dig into data).
• Experience with telephony environments: SIP, CCaaS platforms, real‑time media handling.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan and family leave programs.

Pay

Base pay range: $143,200 - $243,400, plus equity (when applicable), variable/incentive compensation.