Principal Product Manager, Voice AI
About the Team
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.
About the role
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.
What You'll Own
- The conversational core of the Voice AI platform — dialog quality, LLM selection, and evaluation.
- The emerging voice-to-voice model integration and deployment strategy.
- The customer-enablement motion that lets enterprises design and ramp their own voice agents.
Why this role matters
- Own a category-defining product at an inflection point, already live with marquee customers and scaling aggressively, with the growth trajectory and executive visibility of a flagship initiative.
- Shape the roadmap for voice-to-voice model integration as the technology itself is still being defined. Genuine 0→1 latitude inside an enterprise platform with real distribution.
- Compete directly against the best-funded startups and CCaaS incumbents in the market, with the resources and reach of ServiceNow 's Now Assist platform behind you.
- Sit at the center of both the product and the customer, owning enablement as well as the core conversational engine, rather than a narrow slice of either.
What Success Looks Like
- Scaling the Voice AI platform's live customer base from a small handful today to roughly 100 within the next year.
- Measurable improvement in conversational quality, containment, and reliability. The dimensions enterprise buyers evaluate most closely.
- A voice-to-voice model integration and deployment strategy that keeps pace with a fast-moving technology landscape.
- 8-10+ years of product management experience, recent hands-on experience shipping voice AI products in the last 12–18 months. Years of PM tenure matter far less than what you've shipped recently and how deep you've gone technically.
- 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.
For positions in this location, we offer a base pay of $221,200 - $387,100 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time awa