Senior Inbound Product Manager (CRM Voice AI)

ServiceNow; New Jersey; On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Generous family leave

Matched donations

Annual learning stipends

Flexible PTO

Competitive retirement plan

Paid volunteer time

Job summary

ServiceNow seeks a senior Product Manager to own two pods for enterprise customers, guiding the full lifecycle of voice agents from shadowing to production go-live.

You’ll influence the platform roadmap, build repeatable assets, and focus on tooling and analytics to improve agent reliability and performance across contact center environments.

Qualifications

• 5+ years of product management experience, or equivalent experience in a technical role such as engineering, solutions consulting, or technical program management
• Experience with conversational AI, voice technology, or contact center operations
• Background building evaluation frameworks, QA automation, or analytics products
• Familiarity with agentic AI design patterns and how to give an AI agent reliable, structured behavior
• Coding ability in any language; ability to prototype, script, and dig into data
• Experience with telephony environments: SIP, CCaaS platforms, real-time media handling

Responsibilities

• Own two pods end-to-end for enterprise customers, from shadowing to production go-live
• Shape the platform roadmap based on learnings from pods and customer needs
• Develop tooling and intelligence layers to improve voice agent design and evaluation
• Engage directly with customers during calls and in their systems to understand outcomes and drive value

Skills

Product management

Customer-facing

Problem solving

Cross-functional collaboration

Tools

SIP

CCaaS

Analytics tools

Job description

• We work in pods - small, dedicated teams embedded with a single enterprise customer, building their voice agents from first call to self-sufficiency. A pod owns the full lifecycle: agent shadowing, conversation design, build, production go-live, and the handoff that makes the customer self-sufficient so the pod can move on to the next one
• Each pod pairs forward-deployed engineers with a product manager who owns both the customer outcome and the product learning that comes from it
• Every PM on this team runs at least one pod directly and has visibility across others. You’re in the customer’s world - on their calls, in their systems, solving their problems - while simultaneously shaping what the product becomes. The learnings from your pods feed directly into the platform roadmap and into repeatable, productized assets that scale beyond any single customer
• You run two pods closely - hands-on through the full build lifecycle with two enterprise customers simultaneously, from agent shadowing through production go-live. You’ll become one of the most experienced people in the company at knowing what it actually takes to ship a voice agent that works in the real world
• Your second area of focus is the tooling and intelligence layer that makes voice agents better and easier to build
• This spans automated evaluation frameworks (how do we systematically measure whether a voice agent is good?), analytics (what happened on that call and why?), admin experience (how does a customer manage and improve their own agents?), and smarter agentic design patterns like deterministic procedures that give agents reliable behavior on structured tasks
• You’re building the infrastructure that lets this team, and eventually our customers, move faster and build better agents
• This role puts you directly in front of enterprise customers running production voice AI from day one. You’re not waiting to earn customer exposure - it’s the job. The pod model means you’ll accumulate more production voice AI experience in a year than most PMs get in several, across different industries, different contact center environments, and different conversation types
• At the same time, the evaluation frameworks and agentic design patterns you build have reach well beyond your own pods. This team has a direct seat at the platform table, so the tooling you create shapes how ServiceNow thinks about voice agent quality at scale

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time

• Comfort with data and evaluation.
• You think naturally about how to measure whether something is working and how to build systems that do it at scale
• Strong technical foundation. You can read code, understand API contracts, and hold your own with engineers on system design
• 5+ years of product management experience, or equivalent experience in a technical role such as engineering, solutions consulting, or technical program management where you owned product outcomes
• An instinct for repeatable process. You see a problem solved once and immediately think about how to solve it for every customer
• Experience working directly with customers or end users on technical products. You don’t need enterprise sales experience, but you need to have been in the room where the work happens
• Experience with conversational AI, voice technology, or contact center operations
• Background building evaluation frameworks, QA automation, or analytics products
• Familiarity with agentic AI design patterns and how to give an AI agent reliable, structured behavior alongside open-ended reasoning
• Coding ability in any language. You won’t write production code, but PMs on this team who can prototype, script, and dig into data move faster
• Experience with telephony environments: SIP, CCaaS platforms, real-time media handling