Senior Inbound Product Manager, CRM Voice AI

ServiceNow•Santa Clara, CA

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. This team is part of ServiceNow's CRM business unit, shipping production voice AI with enterprise customers and scaling aggressively. Their agents run on a real-time streaming pipeline with best-in-class ASR, TTS, and LLM orchestration, integrated into the platform where customers manage their front, middle, and back-office workflows. The voice agent often serves as the initial point of contact for new customers. The team competes with well-funded AI startups and CCaaS incumbents. 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. Each pod pairs forward-deployed engineers with a product manager who owns both the customer outcome and the product learning. Every PM on this team runs at least one pod directly and has visibility across others. The role involves being immersed in the customer's world – on their calls, in their systems, solving their problems – while simultaneously shaping the product's evolution. Learnings from the pods feed directly into the platform roadmap and into repeatable, productized assets that scale beyond individual customers. This role specifically involves running two pods closely, being hands-on through the full build lifecycle with two enterprise customers simultaneously, from agent shadowing through production go-live. The individual will become highly experienced in shipping real-world voice agents. A second focus area is the tooling and intelligence layer that improves voice agents and simplifies their creation. This includes automated evaluation frameworks, analytics, admin experience, and smarter agentic design patterns for structured tasks. The goal is to build the infrastructure that enables the team and customers to move faster and build better agents. This role offers direct customer exposure from day one, with the pod model allowing for rapid accumulation of production voice AI experience across various industries and contact center environments. The evaluation frameworks and agentic design patterns built will have broad reach, influencing how ServiceNow approaches 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 product outcomes were owned.
Comfort with data and evaluation; thinking naturally about how to measure whether something is working and how to build systems that do it at scale.
Experience working directly with customers or end users on technical products.
Strong technical foundation; ability to read code, understand API contracts, and hold discussions with engineers on system design.
An instinct for repeatable process; seeing a problem solved once and immediately thinking about how to solve it for every customer.

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 digging).
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.
Become one of the most experienced people in the company at knowing what it actually takes to ship a voice agent that works in the real world.
Own the tooling and intelligence layer that makes voice agents better and easier to build, spanning automated evaluation frameworks, analytics, admin experience, and smarter agentic design patterns.
Build the infrastructure that lets the team and eventually customers move faster and build better agents.
Shape how ServiceNow thinks about voice agent quality at scale through the tooling created.