高级入站产品经理，CRM语音AI
Senior Inbound Product Manager, CRM Voice AI
我们从工程师Fred Luddy为同事Phyllis编写代码自动化一项繁琐任务开始。她喜极而泣。那一刻激发了Fred创建一家能为每个人实现这一目标的公司——让人们摆脱琐事，专注于有意义的工作。如今，ServiceNow是业务重塑的AI控制中心。我们的ServiceNow AI平台整合任何AI、任何数据和任何工作流，帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在打造一种AI原生文化，让技术和人才协同不可阻挡。而我们才刚刚开始。
加入我们，让AI为人们工作。
关于团队：
CRM Voice AI为客户服务构建自主语音代理，能够端到端解决客户互动并为企业创造显著价值。我们是ServiceNow CRM业务部门内部的一个团队，目前正为大型企业客户交付生产环境的语音AI，并在积极扩展。我们的代理运行于实时流处理管道中，具有行业领先的编排能力，集成在同一平台上，许多客户已经在该平台管理他们的前端、中端和后端工作流。对于尚未使用该平台的客户，语音代理往往是他们进入系统的切入点。我们直接与资金雄厚的AI初创公司和CCaaS传统企业竞争，并且正在赢得市场。
我们的工作方式：
我们以小组（pod）形式工作——小型、专注的团队嵌入到单一企业客户中，从第一次通话到自主运行，构建他们的语音代理。一个小组负责整个生命周期：代理监控、对话设计、开发、上线生产、监控和优化，以及使客户自主运行的交接，之后小组可以转向下一个客户。每个小组由向前部署的工程师和一名产品经理组成，该产品经理负责客户的成果以及由此产生的产品学习。
本团队的每位产品经理至少直接管理一个小组，并对其他小组有可见性。你身处客户的环境中——在他们的通话中、系统中，解决他们的问题——同时塑造产品的方向。来自你的小组的见解会直接反馈到平台路线图中，并形成可重复使用、产品化的资产，超越单个客户进行扩展。
此职位职责：
· 你紧密管理两个小组——亲自参与两个企业客户的完整开发周期，从代理监控到上线生产。你负责与每个客户建立关系，确保项目顺利推进。
查看英文原文
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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
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 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.
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, monitoring and optimization 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 two pods closely - hands-on through the full build lifecycle with two enterprise customers simultaneously, from agent shadowing through production go-live. You own the relationship with each customer’s team – setting the timelines and expectations, then delivering on them. You'll become one of the most experienced people in the company at knowing what it actually takes to ship a voice agent that works in the real world.
· For those pods, you and your team of FDEs own agent design, the build and evaluation.
· Your second area of focus is the tooling and intelligence layer that makes voice agents better and easier to build. This spans automated evaluation frameworks (how do we systematically measure whether a voice agent is good?), analytics (what happened on that call and why?), admin experience (how does a customer manage and improve their own agents?), and smarter agentic design patterns like deterministic procedures that give agents reliable behavior on structured tasks. You're building the infrastructure that lets this team, and eventually our customers, move faster and build better agents.
Why This and Not Somewhere Else:
This role puts you directly in front of enterprise customers running production voice AI from day one. You're not waiting to earn customer exposure - it's the job. The pod model means you'll accumulate more production voice AI experience in a year than most PMs get in several, across different industries, different contact center environments, and different conversation types. At the same time, the evaluation frameworks and agentic design patterns you build have reach well beyond your own pods. This team has a direct seat at the platform table, so the tooling you create shapes how ServiceNow thinks about voice agent quality at scale.
What You Bring:
· Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
· 5+ years of product management experience, or equivalent experience in a technical role such as engineering, solutions consulting, or technical program management where you owned product outcomes.
· Hands-on experience building and evaluating AI agents or conversational AI systems - conversation design, prompt engineering, testing and iteration against real user interactions.
· Comfort with data and evaluation. You think naturally about how to measure whether something is working and how to build systems that do it at scale.
· Experience working directly with customers or end users on technical products. You don't need enterprise sales experience, but you need to have been in the room where the work happens.
· Strong technical foundation. You can read code, understand API contracts, and hold your own with engineers on system design.
· An instinct for repeatable process. You see a problem solved once and immediately think about how to solve it for every customer.
· Experience with conversational AI, voice technology, or contact center operations.
Even Better:
· Familiarity with agentic AI design patterns and how to give an AI agent reliable, structured behavior alongside open-ended reasoning.
· Experience with telephony environments: SIP, CCaaS platforms, real-time media handling.
FD21
For positions in this location, we offer a base pay of $143,200 - $243,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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