About the job
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.
Responsibilities
• Lead the conversational core of the Voice AI platform, including dialog quality, LLM selection, and evaluation
• Shape the emerging voice-to-voice model integration and deployment strategy
• Own the customer-enablement motion that lets enterprises design and ramp their own voice agents
• Scale the Voice AI platform's live customer base from a small handful today to roughly 100 within the next year
• Drive measurable improvement in conversational quality, containment, and reliability
Qualifications
Minimum
• 10-12+ years of product management experience, recent hands-on experience shipping voice AI products in the last 12–18 months
• 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
Preferred
No preferred qualifications listed.