Senior Inbound Product Manager, CRM Voice AI

ServiceNow•New York, NY

2d•$143,200 - $243,400•Hybrid

About The Position

CRM Voice AI builds autonomous voice agents for customer service that resolve customer interactions end-to-end and drive significant value for the business. We're a team inside ServiceNow's CRM business unit, shipping production voice AI with enterprise customers today and scaling aggressively. Our agents run on a real-time streaming pipeline with best-in-class ASR, TTS, and LLM orchestration, integrated into the same platform where many of our customers already manage their front, middle, and back-office workflows. For those that don't, the voice agent is often the tip of the spear that brings them in. We compete directly against well-funded AI startups and CCaaS incumbents, and we're winning. We work in pods - small, dedicated teams embedded with a single enterprise customer, building their voice agents from first call to self-sufficiency. A pod owns the full lifecycle: agent shadowing, conversation design, build, production go-live, and the handoff that makes the customer self-sufficient so the pod can move on to the next one. Each pod pairs forward-deployed engineers with a product manager who owns both the customer outcome and the product learning that comes from it. Every PM on this team runs at least one pod directly and has visibility across others. You're in the customer's world - on their calls, in their systems, solving their problems - while simultaneously shaping what the product becomes. The learnings from your pods feed directly into the platform roadmap and into repeatable, productized assets that scale beyond any single customer. This role puts you directly in front of enterprise customers running production voice AI from day one. You're not waiting to earn customer exposure - it's the job. The pod model means you'll accumulate more production voice AI experience in a year than most PMs get in several, across different industries, different contact center environments, and different conversation types. At the same time, the evaluation frameworks and agentic design patterns you build have reach well beyond your own pods. This team has a direct seat at the platform table, so the tooling you create shapes how ServiceNow thinks about voice agent quality at scale.

Requirements

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.
Comfort with data and evaluation; ability to measure performance and build scalable systems for it.
Experience working directly with customers or end users on technical products.
Strong technical foundation; ability to read code, understand API contracts, and discuss system design with engineers.
An instinct for repeatable process; ability to generalize solutions for broader application.

Nice To Haves

Experience with conversational AI, voice technology, or contact center operations.
Background building evaluation frameworks, QA automation, or analytics products.
Familiarity with agentic AI design patterns and how to give an AI agent reliable, structured behavior alongside open-ended reasoning.
Coding ability in any language (for prototyping, scripting, and data analysis).
Experience with telephony environments: SIP, CCaaS platforms, real-time media handling.

Responsibilities

Run two pods closely - hands-on through the full build lifecycle with two enterprise customers simultaneously, from agent shadowing through production go-live.
Own the tooling and intelligence layer that makes voice agents better and easier to build.
Develop automated evaluation frameworks to systematically measure voice agent performance.
Enhance analytics to understand call outcomes and reasons.
Improve the admin experience for customers to manage and improve their own agents.
Develop smarter agentic design patterns like deterministic procedures for reliable behavior on structured tasks.
Build the infrastructure that allows the team and customers to move faster and build better agents.