Principal Product Manager, Voice AI
Job description
Principal Product Manager, Voice AI at ServiceNow.
About the role
ServiceNow is seeking a Principal Product Manager to lead the core conversational engine of our Voice AI platform. You will manage a product that is already in production with enterprise clients while executing a 0 to 1 strategy to scale our customer base significantly over the next year.
Key facts
What you'll do
- Direct the conversational core, including dialog quality, LLM selection, and performance evaluation.
- Develop and execute the strategy for voice-to-voice model integration and deployment.
- Create customer enablement workflows that allow enterprises to build and scale their own voice agents.
- Drive the platform from its current production state to a target of 100 live enterprise customers within one year.
Requirements
- 8 to 10+ years of product management experience.
- Hands-on experience shipping voice AI products within the last 12 to 18 months.
- Technical mastery of the voice stack: ASR, TTS, speech-to-speech, streaming, latency, endpointing, barge-in, turn-taking, and noise handling.
- Fluency in telephony protocols and platforms including SIP, call transfers, Amazon Connect, Genesys, or Twilio.
- Proven ability to define voice-specific metrics such as task completion, transcription accuracy, and conversational quality.
- Expertise in LLM model evaluation for conversational applications.
- Experience guiding enterprise customers through the design and implementation of AI solutions.
- Track record of taking 0 to 1 innovations to scale.
- Deep understanding of real-time media signaling and conversational AI.
Skills & tools
- Voice stack (ASR, TTS, speech-to-speech)
- Telephony (SIP, Amazon Connect, Genesys, Twilio)
- LLM evaluation
- Real-time media signaling
Practical notes
Compensation includes health plans, 401(k) with company match, ESPP, matching donations, flexible time away, and family leave. This role is subject to export control regulations, and employment is contingent upon obtaining any necessary government export licenses. If you require an accommodation during the application process, contact globaltalentss@servicenow.com. ServiceNow is an equal opportunity employer.