Senior Principal Inbound Product Manager, CRM Voice AI

Company Description

About the Team:

CRM Voice AI builds autonomous voice agents for customer service that resolve customer interactions end-to-end and drive significant value for the business. We're a team inside ServiceNow's CRM business unit, shipping production voice AI with enterprise customers today and scaling aggressively. Our agents run on a real-time streaming pipeline with best-in-class ASR, TTS, and LLM orchestration, integrated into the same platform where many of our customers already manage their front, middle, and back-office workflows. For those that don't, the voice agent is often the tip of the spear that brings them in. We compete directly against well-funded AI startups and CCaaS incumbents, and we're winning.

Job Description

How We Work:

We work in pods - small, dedicated teams embedded with a single enterprise customer, building their voice agents from first call to self-sufficiency. A pod owns the full lifecycle: agent shadowing, conversation design, build, production go-live, and the handoff that makes the customer self-sufficient so the pod can move on to the next one. Each pod pairs forward-deployed engineers with a product manager who owns both the customer outcome and the product learning that comes from it.

Every PM on this team runs at least one pod directly and has visibility across others. You're in the customer's world - on their calls, in their systems, solving their problems - while simultaneously shaping what the product becomes. The learnings from your pods feed directly into the platform roadmap and into repeatable, productized assets that scale beyond any single customer.

What This Role Owns

• You run one pod directly - one of our most complex customer engagements - and float across two others, providing product direction and unblocking teams. But the pod work is only half the job.
• Your primary technical focus is the conversational experience itself: dialog qualit