Product Management Director - Contact Center Frameworks

Company Description

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.

Job Description

ServiceNow’s Service CRM team is transforming customer experience by enabling digitization of customer workflows across the front, middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end-to-end solutions that are as much focused on providing consumer grade experience to agents as to end users. Our customers span across industries, and our goal is to build horizontal Customer Engagement capabilities that plug-n-play and adapt to the needs of the domains. The team consists of experienced and passionate product managers who have deep domain knowledge of customer experience technologies and help us deliver best breed engagement solutions. 

Role 

The Product Management Director role for Contact Center and Voice AI will own the strategy and roadmap for ServiceNow's contact center voice capabilities, and the AI agents that operate across them. This is an individual contributor role with company-wide scope. 

You will define how ServiceNow delivers a contact center experience natively on the platform rather than through integration alone: the telephony and carrier layer, real-time voice AI, the omnichannel agent workspace, and the routing and orchestration that connect a customer conversation to the work it creates. You will partner with both CCaaS and BYOC providers to help deliver compelling alternatives that challenge the current ecosystem. You will be the connective tissue between Product, Engineering, Partnerships, and Go-to-Market as ServiceNow competes in a CCaaS market undergoing rapid AI-driven consolidation. 

Product managers at ServiceNow operate at the intersection of market opportunity, customer experience design, technology development, and delivering value to our customers—now increasingly via governed AI and agentic workflows embedded directly inside work. 

This role requires deep domain understanding of Contact Center technologies, it’s evolution from on-prem to cloud solutions, and the emerging competitive ecosystem with integrated and native Voice Agentic capabilities.  

Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation. 

What you get to do in this role 

• Own the multi-year vision and roadmap for native contact center and voice AI — voice, digital channels, and agentic automation. You decide what ServiceNow builds, partners for, or integrates. 
• Establish a defensible position as the CCaaS and CRM markets converge, treating customer demand as a hypothesis to validate rather than a given. 
• Define how AI agents handle live customer conversations end to end: resolving autonomously where they can, escalating cleanly where they can't, and never losing context. 
• Set the experience and performance bar for real-time voice, so conversations feel natural across languages and hold up at thousands of concurrent interactions. 
• Help guide the omnichannel agent workspace experience for Voice and Digital that leverages Agentic capabilities to drive better assisted service experiences.  
• Close the loop between conversation and outcome, so customer engagements resolve into completed work rather than logged activity. 
• Build the Carrier, CPaaS, and hyperscaler partnerships that underpin voice delivery, structured to satisfy telecom and regulatory requirements in every region we serve. 
• Own competitive and commercial positioning — including packaging and consumption models for AI capabilities — and act as the executive-facing SME, influencing across Product, Engineering, Legal, and Go-to-Market without direct authority. 

Qualifications

To be successful in this role you have:

• 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.
• 15+ years of experience in enterprise software product management, including significant depth in contact center, CCaaS, CPaaS, or conversational AI. 
• Demonstrated end-to-end ownership of a voice or real-time communications product, from strategy through GA and scale. 
• Working command of telephony fundamentals - SIP, WebRTC, media handling, and carrier interconnect - sufficient to hold architecture discussions with engineering leaders as a peer. 
• Experience shipping conversational or agentic AI in production at enterprise scale, not in pilot or prototype. 
• A track record of setting product strategy in a contested market and defending it with primary-source competitive and market analysis. 
• Experience owning or materially shaping commercial models - packaging, pricing, and consumption or usage-based metering. 
• Proven ability to build and structure third-party partnerships, including negotiating technical and commercial scope with infrastructure or platform vendors. 
• The ability to influence at VP and C-level across a matrixed organization, and to drive initiatives to execution without direct authority. 
• Excellent written and verbal communication skills, with the ability to articulate technical strategy clearly to both engineering and executive audiences. 
• Ability to work directly with enterprise customers to gather requirements, validate solutions, and drive the adoption of complex operational products. 
• Excellent written and verbal communication skills, with the ability to clearly articulate product decisions to stakeholders at multiple levels. 
• High energy, self-starter with an aptitude for learning new technologies 
• Previous experience as an engineer in development, quality assurance, or DevOps/CloudOps during the early stages of one's career is considered advantageous. 

Additional good to have qualifications: 

• Experience with CRM or service management platforms, particularly at the CRM/contact center boundary. 
• Familiarity with contact center regulatory and compliance requirements - call recording consent, PCI, HIPAA, and regional data residency. 
• Experience navigating telecom regulatory or licensing constraints in a product context. 
• Background in workforce engagement management, routing, or orchestration systems. 
• Experience working with BPO or outsourced service delivery partners. 

For positions in this location, we offer a base pay of $221,200 - $387,100, 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.

Additional Information

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 [email protected] 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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