CRM Voice AI Product Manager – Lead Pods & Model Strategy

Servicenow; Santa Clara (CA); On-site; USD 167,000 - 291,000; Full time

Benefits offered by this job

Health plans

401(k) with company match

Employee stock programs

Flexible time away

Job summary

ServiceNow is seeking a senior Product Manager for CRM Voice AI in Santa Clara. The role leads a pod, owning STT/TTS model evaluation, and coordinates across multiple pods to influence platform direction. You will work directly with enterprise customers and shape product learning from real production traffic.

You will help define the playbook for voice AI features across industries, balancing latency, accuracy, and cost while partnering with the platform and CRM teams.

Qualifications

• 8+ years of product management experience, with recent work in voice AI, conversational AI, or speech technology.
• Working knowledge of speech models (ASR, TTS) and tradeoffs between latency, accuracy, naturalness, and cost.
• Comfort with experimentation and evaluation methodology for production environments.
• Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms.
• Experience with enterprise customers on technical products.

Responsibilities

• You run one pod directly and collaborate across one to two others, owning customer work and production context.
• Own STT and TTS model evaluation and experimentation for CRM Voice AI, guiding model decisions and production testing.
• Identify patterns across pods to prioritize capabilities and build a playbook for CRM Voice AI in new markets.

Skills

8+ years product management

Voice AI / Conversational AI

Experimentation & evaluation

Enterprise customer engagement

Context-switching

Tools

SIP/Telephony integration

IVR systems

CCaaS platforms

Job description

ServiceNow is seeking a senior Product Manager for CRM Voice AI in Santa Clara. The role leads a pod, owning STT/TTS model evaluation, and coordinates across multiple pods to influence platform direction. You will work directly with enterprise customers and shape product learning from real production traffic.

You will help define the playbook for voice AI features across industries, balancing latency, accuracy, and cost while partnering with the platform and CRM teams.