Principal Product Manager, Voice AI

ServiceNow is a leading company in AI technology, focused on business reinvention. They are seeking a Principal Product Manager to lead the Voice AI platform, focusing on enhancing conversational quality and scaling customer interactions.

Responsibilities:

• 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

Requirements:

• 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