Principal Product Manager, Voice AI

About the Team

Voice AI is one of ServiceNow'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.

About the role

ServiceNow 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.

What You'll Own

• 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.

Why this role matters

• 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 ServiceNow'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.

What Success Looks Like

• 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.