ServiceNow

Principal Product Manager, Voice AI

ServiceNow • $221K — $387K *
Santa Clara, CA 95051In-Person
Consumer Technology
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 8-10+ years of product management experience with recent hands-on work in voice AI products.
  • Fluency in voice technology stack including ASR, TTS, and streaming.
  • Knowledge background in telephony systems like SIP, Amazon Connect, or Twilio.
  • Experience in defining metrics for voice performance evaluation.
  • Strong technical expertise in conversational AI and real-time interactions.
  • Depth of knowledge in evaluating LLM models for conversational use cases.
  • Proven success in enabling enterprise customers to deploy their own voice solutions.
  • Experience in driving innovations from concept to scale.

Responsibilities

  • Lead the conversational core of the Voice AI platform for dialog quality and evaluation.
  • Develop the integration and deployment strategy for voice-to-voice models.
  • Design the customer enablement process for enterprise voice agent deployment.
  • Shape the long-term roadmap for voice AI as technology evolves.
  • Drive measurable improvements in conversational metrics such as quality and reliability.
  • Scale the customer base to 100 live users within the next year.
  • Compete against industry leaders, leveraging ServiceNow's established platform.

Benefits

  • Health plans including flexible spending accounts.
  • 401(k) Plan with company match.
  • Employee Stock Purchase Plan (ESPP).
  • Matching donations for charitable contributions.
  • Flexible time away policy.
  • Family leave programs.
Full Job Description
Job Description

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 01 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 01 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.


Qualifications
  • 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 01 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 away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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