ServiceNow
Principal Inbound Product Manager, CRM Voice AI
$166K–$291K
Santa Clara, California, United States · Remote · Principal · Full-time · Posted Sep 21, 2026
- Experience
- 8+ years of product management experience; recent work in voice AI, conversational AI, or speech technology.
About the job
Leads customer-embedded pods that build and launch CRM voice agents, evaluates speech models in production, and turns customer and industry learnings into product direction.
What you'll do
- Run one customer pod and support one to two others, owning customer leadership relationships, timelines, agent design, build, and evaluation.
- Evaluate and experiment with STT and TTS models against production workloads, working with the platform voice team on model decisions.
- Identify and productize industry-specific capabilities and conversation designs.
What they ask for
- 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, including conversation design, prompt engineering, testing, and iteration against real user interactions.
- Working knowledge of speech models and production experience evaluating or deploying them.
- Experience with experimentation and evaluation methodology, telephony integration, and direct work with enterprise customers on technical products.
Nice to have
- Hands-on benchmarking experience across multiple ASR or TTS providers.
- Machine learning or audio/speech engineering background, or industry expertise in telecommunications, financial services, travel, or healthcare.
Pay
$166,500 - $291,400 USD base salary
Tools
ASR, TTS, SIP, IVR, CCaaS
AI focus
Build and evaluate autonomous customer-service voice agents; conduct production evaluations and experimentation on ASR and TTS models.
Model-written summary · the original posting is authoritative