Senior Principal Inbound Product Manager (CRM Voice AI)

Join ServiceNow's CRM Voice AI team as a Senior Principal Inbound Product Manager. In this role, you will lead the development of autonomous voice agents for customer service, driving significant value for the business. You will work closely with enterprise customers, shaping the product and influencing platform architecture decisions. This is a unique opportunity to experience startup speed and enterprise scale, with the backing of a platform that supports 85% of the Fortune 500.

• Diriger une équipe dédiée à la construction d'agents vocaux autonomes pour le service client, en supervisant l'ensemble du cycle de vie du produit.
• Établir et maintenir des relations solides avec les clients, en définissant les délais et les attentes, puis en livrant les résultats.
• Collaborer directement avec l'équipe de la plateforme vocale pour l'innovation du pipeline vocal, en influençant les décisions d'architecture de la plateforme.

• Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms
• 12+ years of product management experience, with recent hands-on work shipping voice AI or conversational AI products. What you've shipped in the last 12-18 months matters more than total years
• Experience defining voice-specific evaluations such as task completion, latency, transcription accuracy, and conversational quality
• Strong opinions on what makes a voice conversation feel human, backed by experience building or evaluating conversational systems
• Experience working directly with enterprise customers on technical deployments - not from a distance, but in their environment, on their calls, solving their problems
• Technical depth in LLM orchestration for real-time conversational use cases
• Fluency with the voice stack: ASR, TTS, streaming pipelines, latency optimization, endpointing, barge-in, turn-taking. You've made real tradeoff decisions here, not just evaluated vendor demos
• Hands-on experience building and evaluating AI agents - conversation design, prompt engineering, testing and iteration against real user interactions. This is the core of the job; the voice stack expertise below layers on top of it
• A track record of productizing customer-specific solutions into repeatable, industry-level assets
• Industry expertise in verticals with high contact center volume: telecommunications, financial services, travel, healthcare