Product Management Director - Contact Center Frameworks

ServiceNow is an AI control tower for business reinvention that brings together AI, data, and workflows. The Product Management Director will own the strategy and roadmap for native contact center and voice AI capabilities, including telephony, real-time voice AI, omnichannel agent experiences, routing, orchestration, and partnerships. The role will also shape competitive positioning, commercial models, and cross-functional execution at company-wide scope.

Responsibilities:

• Own the multi-year vision and roadmap for native contact center and voice AI — voice, digital channels, and agentic automation. You decide what ServiceNow builds, partners for, or integrates
• Establish a defensible position as the CCaaS and CRM markets converge, treating customer demand as a hypothesis to validate rather than a given
• Define how AI agents handle live customer conversations end to end: resolving autonomously where they can, escalating cleanly where they can't, and never losing context
• Set the experience and performance bar for real-time voice, so conversations feel natural across languages and hold up at thousands of concurrent interactions
• Help guide the omnichannel agent workspace experience for Voice and Digital that leverages Agentic capabilities to drive better assisted service experiences
• Close the loop between conversation and outcome, so customer engagements resolve into completed work rather than logged activity
• Build the Carrier, CPaaS, and hyperscaler partnerships that underpin voice delivery, structured to satisfy telecom and regulatory requirements in every region we serve
• Own competitive and commercial positioning — including packaging and consumption models for AI capabilities — and act as the executive-facing SME, influencing across Product, Engineering, Legal, and Go-to-Market without direct authority

Requirements:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 15+ years of experience in enterprise software product management, including significant depth in contact center, CCaaS, CPaaS, or conversational AI
• Demonstrated end-to-end ownership of a voice or real-time communications product, from strategy through GA and scale
• Working command of telephony fundamentals - SIP, WebRTC, media handling, and carrier interconnect - sufficient to hold architecture discussions with engineering leaders as a peer
• Experience shipping conversational or agentic AI in production at enterprise scale, not in pilot or prototype
• A track record of setting product strategy in a contested market and defending it with primary-source competitive and market analysis
• Experience owning or materially shaping commercial models - packaging, pricing, and consumption or usage-based metering
• Proven ability to build and structure third-party partnerships, including negotiating technical and commercial scope with infrastructure or platform vendors
• The ability to influence at VP and C-level across a matrixed organization, and to drive initiatives to execution without direct authority
• Excellent written and verbal communication skills, with the ability to articulate technical strategy clearly to both engineering and executive audiences
• Ability to work directly with enterprise customers to gather requirements, validate solutions, and drive the adoption of complex operational products
• Excellent written and verbal communication skills, with the ability to clearly articulate product decisions to stakeholders at multiple levels
• High energy, self-starter with an aptitude for learning new technologies
• Previous experience as an engineer in development, quality assurance, or DevOps/CloudOps during the early stages of one's career is considered advantageous
• Experience with CRM or service management platforms, particularly at the CRM/contact center boundary
• Familiarity with contact center regulatory and compliance requirements - call recording consent, PCI, HIPAA, and regional data residency
• Experience navigating telecom regulatory or licensing constraints in a product context
• Background in workforce engagement management, routing, or orchestration systems
• Experience working with BPO or outsourced service delivery partners