Senior Inbound Product Manager, CRM Voice AI

ServiceNow is an AI control tower for business reinvention, bringing together AI, data, and workflows to help businesses work smarter, faster, and better. The Senior Inbound Product Manager will lead enterprise customer pods through the full lifecycle of production voice AI agents while shaping tooling, evaluation frameworks, analytics, and agentic design patterns that improve the platform at scale.

Responsibilities:

• You run two pods closely - hands-on through the full build lifecycle with two enterprise customers simultaneously, from agent shadowing through production go-live. You own the relationship with each customer’s team – setting the timelines and expectations, then delivering on them. You'll become one of the most experienced people in the company at knowing what it actually takes to ship a voice agent that works in the real world
• For those pods, you and your team of FDEs own agent design, the build and evaluation
• Your second area of focus is the tooling and intelligence layer that makes voice agents better and easier to build. This spans automated evaluation frameworks (how do we systematically measure whether a voice agent is good?), analytics (what happened on that call and why?), admin experience (how does a customer manage and improve their own agents?), and smarter agentic design patterns like deterministic procedures that give agents reliable behavior on structured tasks. You're building the infrastructure that lets this team, and eventually our customers, move faster and build better agents

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
• 5+ years of product management experience, or equivalent experience in a technical role such as engineering, solutions consulting, or technical program management where you owned product outcomes
• Hands-on experience building and evaluating AI agents or conversational AI systems - conversation design, prompt engineering, testing and iteration against real user interactions
• Comfort with data and evaluation. You think naturally about how to measure whether something is working and how to build systems that do it at scale
• Experience working directly with customers or end users on technical products. You don't need enterprise sales experience, but you need to have been in the room where the work happens
• Strong technical foundation. You can read code, understand API contracts, and hold your own with engineers on system design
• An instinct for repeatable process. You see a problem solved once and immediately think about how to solve it for every customer
• Experience with conversational AI, voice technology, or contact center operations
• Familiarity with agentic AI design patterns and how to give an AI agent reliable, structured behavior alongside open-ended reasoning
• Experience with telephony environments: SIP, CCaaS platforms, real-time media handling