# Senior Principal Inbound Product Manager, CRM Voice AI at ServiceNow

- Company: ServiceNow
- What the company does: CRM Voice AI builds autonomous voice agents for customer service that resolve customer interactions end-to-end and drive significant value for the business. Backed by Greylock and Sequoia.
- Company website: https://www.servicenow.com/
- Type: Startups (AI role)
- Level: Principal and up
- Location: New York, New York
- Work setup: Remote
- Pay: $191K to $334K base salary per year (USD)
- Posted: 2026-09-17
- Apply by: 2026-11-01
- Apply: https://jobs.smartrecruiters.com/ServiceNow/744000150126949
- Page: https://www.1752.vc/careers/jobs/servicenow-senior-principal-inbound-product-manager-crm-voice-ai/

## About the role

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 they're looking for

- 12+ years of product management experience, with recent hands-on work shipping voice AI or conversational AI products. What you've shipped in the last 12-18 months matters more than total years
- Fluency with the voice stack: ASR, TTS, streaming pipelines, latency optimization, endpointing, barge-in, turn-taking. You've made real tradeoff decisions here, not just evaluated vendor demos
- Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms
- Experience working directly with enterprise customers on technical deployments - not from a distance, but in their environment, on their calls, solving their problems
- Strong opinions on what makes a voice conversation feel human, backed by experience building or evaluating conversational systems
- Technical depth in LLM orchestration for real-time conversational use cases

Tags: Product