Principal Inbound Product Manager, CRM Voice AI

ServiceNow is an AI platform company helping businesses connect AI, data, and workflows. The Principal Inbound Product Manager will lead customer-focused pods that build and deploy CRM voice agents, own customer outcomes, and guide product direction. The role also drives speech model evaluations, experimentation, and industry-specific productization for CRM Voice AI.

Responsibilities:

• You run one pod directly and float across one to two others, providing product direction and unblocking teams. You own the relationship with the customer’s leadership team, setting the timelines and expectations, then delivering on them
• For those pods, you and your team of FDEs own agent design, the build and evaluation
• Beyond your pods, you own STT and TTS model evaluation and experimentation for CRM Voice AI. The speech model landscape is moving fast. New ASR and TTS models ship constantly, each with different tradeoffs on latency, accuracy, naturalness, language support, and cost. You run structured evaluations against real production workloads, collaborate closely with the platform voice team on model decisions, and drive experimentation across our customer base. When a new model drops and the question is "should we move our customers to this?" - you're the one with the methodology, the data, and the production context to answer it
• You also support a variety of industry verticals. As you see patterns across your pods and model evaluations, you identify which capabilities and conversation designs can be prioritized and productized for a specific industry, building the playbook for how CRM Voice AI enters a new market

Requirements:

• 8+ years of product management experience, with recent work in voice AI, conversational AI, or speech technology
• Hands-on experience building and evaluating AI agents - conversation design, prompt engineering, testing and iteration against real user interactions. This is the foundation; speech model expertise layers on top of it
• Working knowledge of speech models - ASR architectures, TTS synthesis approaches, and the tradeoffs between latency, accuracy, naturalness, and cost. You've evaluated or deployed these in production, not just prototyped
• Comfort with experimentation and evaluation methodology. You know how to design a test, instrument it, and turn the results into a product decision
• Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms
• Experience working directly with enterprise customers on technical products
• Ability to context-switch between deep technical model evaluation and customer-facing product work without dropping either
• Hands-on experience benchmarking across multiple ASR or TTS providers
• Background in machine learning or audio/speech engineering, enough to hold your own in model architecture discussions
• Industry expertise in verticals with high contact center volume: telecommunications, financial services, travel, healthcare