Principal Product Manager, Voice AI - 0→1 Builder

ServiceNow; California (MO); Hybrid; USD 221,200 - 387,100; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Principal Product Manager to lead the conversational core of its Voice AI platform. You will own dialog quality, LLM selection, and evaluation, shaping a roadmap for voice-to-voice model integration and enabling enterprises to design and ramp their own voice agents.

The role targets rapid growth from a handful of live customers to ~100 within a year, balancing production readiness with ambitious scale in an enterprise context.

Qualifications

• 8-10+ years of product management experience.
• Fluency with voice stack: ASR, TTS, speech-to-speech, streaming, latency, endpointing, barge-in, turn-taking, noise handling.
• Telephony fluency: SIP, call transfers, CCaaS platforms (e.g., Amazon Connect, Genesys, Twilio).
• Experience defining voice-specific evaluations (task completion, latency, transcription accuracy, interruptions).
• Strong technical background in conversational AI and real-time interactions.

Responsibilities

• 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.

Skills

Product management

Voice AI

Telephony

LLM evaluation

Real-time systems

Tools

Amazon Connect

Genesys

Twilio

Job description

ServiceNow is seeking a Principal Product Manager to lead the conversational core of its Voice AI platform. You will own dialog quality, LLM selection, and evaluation, shaping a roadmap for voice-to-voice model integration and enabling enterprises to design and ramp their own voice agents.

The role targets rapid growth from a handful of live customers to ~100 within a year, balancing production readiness with ambitious scale in an enterprise context.