Enterprise CRM Voice AI Product Manager

ServiceNow; California (MO); Hybrid; USD 143,000 - 243,000; Full time

Benefits offered by this job

Health plans

401(k) with match

ESPP

Donation matching

Flexible time away

Family leave programs

Job summary

ServiceNow is seeking a product leader for CRM Voice AI, building autonomous voice agents for customer service inside the CRM unit. You will work in a pod model, owning two enterprise customers from design to production go-live, shaping the product with real-world usage and analytics.

You will collaborate with engineers and a product manager to drive customer outcomes, develop repeatable processes, and contribute to platform-wide AI capabilities. Remote-friendly with enterprise exposure.

Qualifications

• Experience integrating AI into workflows and decision-making.
• 5+ years in product management or equivalent technical role with outcomes.
• Hands-on experience building and evaluating AI agents or conversational AI systems.
• Comfort with data and evaluation to measure performance at scale.
• Experience working with customers or end users on technical products.
• Strong technical foundation to read code and discuss APIs with engineers.
• Instinct for repeatable, scalable solutions across customers.
• Experience with conversational AI, voice technology, or contact center operations.
• Familiarity with agentic AI design patterns and structured behavior in AI agents.
• Experience with telephony environments: SIP, CCaaS, real-time media handling.

Responsibilities

• Run two pods closely with two enterprise customers through the full build lifecycle.
• Own agent design, build, and evaluation for those pods.
• Develop tooling and intelligence layers for evaluation frameworks, analytics, and admin experiences.
• Shape the platform roadmap using pod learnings and product insights.

Skills

AI in work processes

Product management

Conversational AI

Data-driven evaluation

Customer engagement

Technical foundations

Repeatable processes

Voice technology

Telephony environments

Agent design patterns

Job description

ServiceNow is seeking a product leader for CRM Voice AI, building autonomous voice agents for customer service inside the CRM unit. You will work in a pod model, owning two enterprise customers from design to production go-live, shaping the product with real-world usage and analytics.

You will collaborate with engineers and a product manager to drive customer outcomes, develop repeatable processes, and contribute to platform-wide AI capabilities. Remote-friendly with enterprise exposure.