Senior PM, CRM Voice AI (Enterprise Voice)

Servicenow; New York (NY); On-site; USD 143,000 - 243,000; Full time

Job summary

ServiceNow is seeking a Product Manager for CRM Voice AI in New York to lead two enterprise pods from design to go-live, shaping the platform roadmap and delivering customer value.

You will own both customer outcomes and the product learning, while building tooling for evaluation, analytics, and deterministic agentic patterns, collaborating with engineers and stakeholders across teams. This role offers exposure to production voice AI across industries and a direct seat at the platform table.

Qualifications

• 5+ years of product management experience or equivalent in a technical role.
• Comfort with data and evaluation; measure performance at scale.
• Experience working directly with customers or end users on technical products.
• Strong technical foundation; read code and discuss API contracts.
• Instinct for repeatable process.
• 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 reliable structured behavior.
• Coding ability in any language to prototype, script, and analyze data.
• Experience with telephony environments: SIP, CCaaS platforms, real-time media handling.

Responsibilities

• Run two pods closely - hands-on through the full build lifecycle with two enterprise customers simultaneously, from shadowing to production go-live.
• Develop the tooling and intelligence layer that makes voice agents better and easier to build, including evaluation frameworks, analytics, admin experience, and deterministic design patterns.

Skills

Product management

Data analysis

Customer-facing experience

Technical collaboration

System design

Tools

SIP

CCaaS platforms

Real-time media handling

Job description

ServiceNow is seeking a Product Manager for CRM Voice AI in New York to lead two enterprise pods from design to go-live, shaping the platform roadmap and delivering customer value.

You will own both customer outcomes and the product learning, while building tooling for evaluation, analytics, and deterministic agentic patterns, collaborating with engineers and stakeholders across teams. This role offers exposure to production voice AI across industries and a direct seat at the platform table.