Principal Product Manager, Voice AI

ServiceNow; Santa Clara (CA); On-site; USD 221,200 - 387,100; Full time

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.

Skills

Voice AI PM

Conversational AI

Real-time Systems

Telephony

LLM Evaluation

0–1 Innovation

AI Enablement

Enterprise Software

Tools

ASR

TTS

Amazon Connect

Genesys

Twilio

Job description

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

About the Team

Voice AI is one of ServiceNow's fastest-growing Now Assist capabilities: intelligent voice agents that resolve customer interactions end-to-end. The platform is already in production with marquee customers and scaling fast, competing head-to-head against well-funded startups and CCaaS incumbents on the dimensions buyers test most, conversational quality, containment, and reliability.

About The Role

ServiceNow is looking for a Principal Product Manager to lead the conversational core of its Voice AI platform. This is a rare combination: a product already validated in production with enterprise customers, paired with the mandate and scope of a true 0→1 builder. The team is on an aggressive growth trajectory, scaling from a handful of live customers today toward 100 within the next year. For an agentic AI product leader who wants ownership of a fast-moving, technically deep product with a clear path to market impact, this is that role.

What You'll Own

• The conversational core of the Voice AI platform — dialog quality, LLM selection, and evaluation.
• The emerging voice-to-voice model integration and deployment strategy.
• The customer‑enablement motion that lets enterprises design and ramp their own voice agents.

Why this role matters

• Own a category‑defining product at an inflection point, already live with marquee customers and scaling aggressively, with the growth trajectory and executive visibility of a flagship initiative.
• Shape the roadmap for voice‑to‑voice model integration as the technology itself is still being defined. Genuine 0→1 latitude inside an enterprise platform with real distribution.
• Compete directly against the best‑funded startups and CCaaS incumbents in the market, with the resources and reach of ServiceNow's Now Assist platform behind you.
• Sit at the center of both the product and the customer, owning enablement as well as the core conversational engine, rather than a narrow slice of either.

What Success Looks Like

• Scaling the Voice AI platform's live customer base from a small handful today to roughly 100 within the next year.
• Measurable improvement in conversational quality, containment, and reliability. The dimensions enterprise buyers evaluate most closely.
• A voice‑to‑voice model integration and deployment strategy that keeps pace with a fast‑moving technology landscape.

Qualifications

• 8-10+ years of product management experience, recent hands‑on experience shipping voice AI products in the last 12–18 months. Years of PM tenure matter far less than what you've shipped recently and how deep you've gone technically.
• 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.

For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third‑party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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