Principal Product Manager (Voice AI)

Join ServiceNow, a leading digital workflow company, as a Principal Product Manager for Voice AI. In this role, you will lead the conversational core of our Voice AI platform, which is already in production with marquee customers and scaling rapidly. You will have the opportunity to shape the roadmap for voice-to-voice model integration and deployment strategy, and own the customer-enablement motion. This is a unique opportunity to own a category-defining product at an inflection point, with the growth trajectory and executive visibility of a flagship initiative.

• Lead the conversational core of ServiceNow's Voice AI platform, focusing on dialog quality, LLM selection, and evaluation.
• Shape the roadmap for voice-to-voice model integration and deployment strategy, ensuring alignment with fast-moving technology.
• Drive customer enablement efforts, helping enterprise customers design and ramp their own voice agents.
• Depth in LLM model evaluation for conversational use cases
• Proven experience in AI customer enablement — helping enterprise customers design and ramp their own solutions
• Experience defining voice-specific evaluations (task completion, latency, transcription accuracy, interruptions, conversational quality)
• 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
• Telephony fluency: SIP, call transfers, Amazon Connect, Genesys, Twilio, or similar CCaaS platforms
• A track record of driving 0→1 innovations from early product to scale
• Fluency with voice stack: ASR, TTS, speech-to-speech, streaming, latency, endpointing, barge-in, turn-taking, noise handling
• Experience with telephony and real-time media signaling in a voice AI context
• Strong technical background in conversational AI and real-time interactions