[Hiring] Senior Inbound Product Manager @ServiceNow

Role Description

About the Team:

• 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.
• We compete directly against well-funded AI startups and CCaaS incumbents, and we're winning.

How We Work:

• 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 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.

What This Role Owns:

• You run two pods closely - hands-on through the full build lifecycle with two enterprise customers simultaneously, from agent shadowing through production go-live.
• Your second area of focus is the tooling and intelligence layer that makes voice agents better and easier to build.
• This spans automated evaluation frameworks, analytics, admin experience, and smarter agentic design patterns.
• You're building the infrastructure that lets this team, and eventually our customers, move faster and build better agents.

Why This and Not Somewhere Else:

• This role puts you directly in front of enterprise customers running production voice AI from day one.
• 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.
• 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.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 5+ years of product management experience, or equivalent experience in a technical role such as engineering, solutions consulting, or technical program management.
• Comfort with data and evaluation; you think naturally about how to measure whether something is working.
• Experience working directly with customers or end users on technical products.
• Strong technical foundation; you can read code, understand API contracts, and hold your own with engineers on system design.
• An instinct for repeatable process; you see a problem solved once and immediately think about how to solve it for every customer.

Requirements

• 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; PMs on this team who can prototype, script, and dig into data move faster.
• Experience with telephony environments: SIP, CCaaS platforms, real-time media handling.

Benefits

• Base pay of $143,200 - $243,400, plus equity (when applicable), variable/incentive compensation and benefits.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• ESPP, matching donations, a flexible time away plan, and family leave programs.