Product Management Director (Contact Center Frameworks)

Join ServiceNow's Service CRM team as a Product Management Director, where you will own the strategy and roadmap for the company's contact center voice capabilities and AI agents. This individual contributor role will require deep domain understanding of contact center technologies and the ability to influence across multiple levels of the organization. You will define how ServiceNow delivers a contact center experience natively on the platform, partner with CCaaS and BYOC providers, and help guide the omnichannel agent workspace experience.

• Define and own the multi-year vision and roadmap for native contact center and voice AI, including voice, digital channels, and agentic automation.
• Establish a defensible position as the CCaaS and CRM markets converge, treating customer demand as a hypothesis to validate rather than a given.
• Build the Carrier, CPaaS, and hyperscaler partnerships that underpin voice delivery, structured to satisfy telecom and regulatory requirements in every region we serve.

• Demonstrated end-to-end ownership of a voice or real-time communications product, from strategy through GA and scale
• 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
• 15+ years of experience in enterprise software product management, including significant depth in contact center, CCaaS, CPaaS, or conversational AI
• Excellent written and verbal communication skills, with the ability to articulate technical strategy clearly to both engineering and executive audiences
• Excellent written and verbal communication skills, with the ability to clearly articulate product decisions to stakeholders at multiple levels
• Experience shipping conversational or agentic AI in production at enterprise scale, not in pilot or prototype
• A track record of setting product strategy in a contested market and defending it with primary-source competitive and market analysis
• Proven ability to build and structure third-party partnerships, including negotiating technical and commercial scope with infrastructure or platform vendors
• Previous experience as an engineer in development, quality assurance, or DevOps/CloudOps during the early stages of one's career is considered advantageous
• Ability to work directly with enterprise customers to gather requirements, validate solutions, and drive the adoption of complex operational products
• The ability to influence at VP and C-level across a matrixed organization, and to drive initiatives to execution without direct authority
• High energy, self-starter with an aptitude for learning new technologies
• Working command of telephony fundamentals - SIP, WebRTC, media handling, and carrier interconnect - sufficient to hold architecture discussions with engineering leaders as a peer
• Experience owning or materially shaping commercial models - packaging, pricing, and consumption or usage-based metering
• Experience with CRM or service management platforms, particularly at the CRM/contact center boundary
• Familiarity with contact center regulatory and compliance requirements - call recording consent, PCI, HIPAA, and regional data residency
• Experience navigating telecom regulatory or licensing constraints in a product context
• Background in workforce engagement management, routing, or orchestration systems
• Experience working with BPO or outsourced service delivery partners