Senior Inbound Product Manager (CRM Voice AI)

Join ServiceNow's CRM Voice AI team as a Senior Inbound Product Manager. In this role, you will build autonomous voice agents for customer service, manage the full lifecycle of agent development, and shape the product roadmap. You will work closely with enterprise customers, gaining hands-on experience in production voice AI and contributing to the development of tools and intelligence that enhance voice agent performance.

• Gérer deux pods simultanément, en supervisant l'ensemble du cycle de vie de la construction d'agents vocaux pour des clients d'entreprise.
• Établir et maintenir des relations solides avec les équipes des clients, en définissant les délais et les attentes, puis en livrant les résultats.
• Contribuer à l'amélioration des outils et de la couche d'intelligence qui rendent les agents vocaux meilleurs et plus faciles à construire.

• Strong technical foundation. You can read code, understand API contracts, and hold your own with engineers on system design
• 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
• An instinct for repeatable process. You see a problem solved once and immediately think about how to solve it for every customer
• Hands-on experience building and evaluating AI agents or conversational AI systems - conversation design, prompt engineering, testing and iteration against real user interactions
• 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 in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 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
• Experience with conversational AI, voice technology, or contact center operations
• Familiarity with agentic AI design patterns and how to give an AI agent reliable, structured behavior alongside open-ended reasoning
• Experience with telephony environments: SIP, CCaaS platforms, real-time media handling