[Remote] Principal Inbound Product Manager, CRM Voice AI

Note: The job is a remote job and is open to candidates in USA. ServiceNow is hiring a Principal Inbound Product Manager for its CRM Voice AI team, which builds autonomous voice agents for customer service. The role leads customer-embedded delivery pods, evaluates speech models against production workloads, and turns customer and industry learnings into product direction and repeatable solutions.

Responsibilities

• You run one pod directly and float across one to two others, providing product direction and unblocking teams. You own the relationship with the customer’s leadership team, setting the timelines and expectations, then delivering on them
• For those pods, you and your team of FDEs own agent design, the build and evaluation
• Beyond your pods, you own STT and TTS model evaluation and experimentation for CRM Voice AI. The speech model landscape is moving fast. New ASR and TTS models ship constantly, each with different tradeoffs on latency, accuracy, naturalness, language support, and cost. You run structured evaluations against real production workloads, collaborate closely with the platform voice team on model decisions, and drive experimentation across our customer base. When a new model drops and the question is "should we move our customers to this?" - you're the one with the methodology, the data, and the production context to answer it
• You also support a variety of industry verticals. As you see patterns across your pods and model evaluations, you identify which capabilities and conversation designs can be prioritized and productized for a specific industry, building the playbook for how CRM Voice AI enters a new market

Skills

• 8+ years of product management experience, with recent work in voice AI, conversational AI, or speech technology
• Hands-on experience building and evaluating AI agents - conversation design, prompt engineering, testing and iteration against real user interactions
• Working knowledge of speech models - ASR architectures, TTS synthesis approaches, and the tradeoffs between latency, accuracy, naturalness, and cost
• You've evaluated or deployed these in production, not just prototyped
• Comfort with experimentation and evaluation methodology
• You know how to design a test, instrument it, and turn the results into a product decision
• Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms
• Experience working directly with enterprise customers on technical products
• Ability to context-switch between deep technical model evaluation and customer-facing product work without dropping either
• Hands-on experience benchmarking across multiple ASR or TTS providers
• Background in machine learning or audio/speech engineering, enough to hold your own in model architecture discussions
• Industry expertise in verticals with high contact center volume: telecommunications, financial services, travel, healthcare

Benefits

• Equity (when applicable)
• Variable/incentive compensation
• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs

Company Overview

Company H1B Sponsorship