Lead, Voice AI Platform (0→1)

ServiceNow

Santa Clara (CA)

On-site

USD 221,200 - 387,100

Full time

14 days+

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Benefits offered by this job

Equity

Health plans

401(k) plan

ESPP

Flexible time away

Job summary

ServiceNow is seeking a Principal Product Manager to lead the conversational core of its Voice AI platform. You will guide dialog quality, LLM selection, and evaluation, and own the strategy for voice-to-voice model integration.

The role targets rapid growth from a handful of live customers to about 100 next year. You will enable enterprises to design and ramp their own voice agents, shaping roadmaps and deployment paths in a fast-moving, enterprise-scale product.

Qualifications

8-10+ years of product management experience, recent hands-on in voice AI shipping.
Fluency with voice stack: ASR, TTS, speech-to-speech, streaming, latency, endpointing, barge-in, turn-taking, noise handling.
Telephony fluency: SIP, call transfers, Amazon Connect, Genesys, Twilio, or similar CCaaS platforms.
Experience defining voice-specific evaluations (task completion, latency, transcription accuracy, interruptions, conversational quality).
Strong technical background in conversational AI and real-time interactions.
Depth in LLM model evaluation for conversational use cases.
Proven experience in AI customer enablement — helping enterprise customers design and ramp their own solutions.
A 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.

Responsibilities

Own the conversational core of the Voice AI platform — dialog quality, LLM selection, and evaluation.
Define the voice-to-voice model integration and deployment strategy.
Lead customer enablement to let enterprises design and ramp their own voice agents.