Principal Product Manager, Voice AI

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

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Voice AI is one of Service Now's fastest-growing Now Assist capabilities: intelligent voice agents that resolve customer interactions end-to-end. The platform is already in production with marquee customers and scaling fast, competing head-to-head against well-funded startups and CCaaS incumbents on the dimensions buyers test most, conversational quality, containment, and reliability.

Service Now is looking for a Principal Product Manager to lead the conversational core of its Voice AI platform. This is a rare combination: a product already validated in production with enterprise customers, paired with the mandate and scope of a true 0→1 builder. The team is on an aggressive growth trajectory, scaling from a handful of live customers today toward 100 within the next year.

For an agentic AI product leader who wants ownership of a fast-moving, technically deep product with a clear path to market impact, this is that role.

• 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.

• Own a category-defining product at an inflection point,already live with marquee customers and scaling aggressively, with the growth trajectory and executive visibility of a flagship initiative.
• Shape the roadmap for voice-to-voice model integration as the technology itself is still being defined.
  
  Genuine 0→1 latitude inside an enterprise platform with real distribution.
• Compete directly against the best-funded startups and CCaaS incumbents in the market, with the resources and reach of Service Now's Now Assist platform behind you.
• Sit at the center of both the product and the customer,owning enablement as well as the core conversational engine, rather than a narrow slice of either.

• Scaling the Voice AI platform's live customer base from a small handful today to roughly 100 within the next year.
• Measurable improvement in conversational quality, containment, and reliability.
  
  The dimensions enterprise buyers evaluate most closely.
• A voice-to-voice model integration and deployment strategy that keeps pace with a fast-moving technology landscape.

• 10-12+ 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 whatyou'veshipped recently and how deepyou'vegone technically.
• Fluency with voice stack: ASR, TTS, speech-to-speech, streaming, latency, end pointing, 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…