Principal Product Manager, Voice AI

ServiceNow•Santa Clara, CA

About The Position

Voice AI is one of ServiceNow's fastest-growing Now Assist capabilities: intelligent voice agents that resolve customer interactions end-to-end. The platform is already in production with marquee customers and scaling fast, competing head-to-head against well-funded startups and CCaaS incumbents on the dimensions buyers test most, conversational quality, containment, and reliability. 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.

Requirements

8-10+ 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.

Responsibilities

Own the conversational core of the Voice AI platform — dialog quality, LLM selection, and evaluation.
Own 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.
Develop a voice-to-voice model integration and deployment strategy that keeps pace with a fast-moving technology landscape.