Principal Inbound Product Manager, CRM Voice AI

Overview

The role is a Product Management leader for ServiceNow's CRM Voice AI, responsible for running customer pods and driving voice AI agent development and speech model evaluation. You will bridge customer outcomes with product roadmap, influencing both platform and CRM teams.

Responsibilities

• Own and run a customer pod, managing leadership relationships, timelines, and delivery.
• Lead agent design, building, and evaluation within pods alongside FDEs.
• Evaluate and experiment with STT and TTS models across the CRM Voice AI portfolio.
• Identify industry patterns, prioritize capabilities, and create playbooks for market expansion.
• Collaborate with the platform voice team to make model decisions and drive product roadmap.

Eligibility

• 8+ years product management experience, preferably in voice AI, conversational AI, or speech technology.
• Hands‑on experience building/evaluating AI agents, speech models (ASR/TTS), and telephony integration (SIP, IVR, CCaaS).
• Strong experimentation and evaluation methodology skills; ability to work directly with enterprise customers.

Skills