Senior Staff Inbound Product Manager - Conversational AI

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

What you get to do in this role:   

• Own the roadmap, vision and requirements for conversational AI features.
• Turn customer feedback into product improvements and roadmap priorities.
• Guide product strategy that sets us up for success as we look to grow to $10B+ in revenue
• Communicate product priorities and build consensus
• Assume leadership responsibilities as an accountable owner who is committed to the outcome regardless of the role or organizational boundaries
• Work with multiple teams to guide projects through development and bring high-quality products to life
• Integrate usability studies, research and market intelligence into product requirements to enhance user satisfaction
• Communicate complex problems into easily understood requirements and provide solutions
• Develop multi-mode communications that convey a clear understanding of the needs of different audiences
• Guide the promoting of efforts across different groups of team members, along with the ability to influence inside and outside of your team
• Create clear PRDs, epics, stories, acceptance criteria, and success metrics.

Steer AI features including: 

• Disambiguation and clarification
• AI Processing and progress messages
• Document and multimodal experiences
• Slot filling and information collection
• Feedback intelligence 
• Fallback and error experiences 
• Identify and prioritize feature gaps across AI orchestrators.
• Partner with engineering and design to deliver effective end-to-end customer experience.
• Define testing, telemetry, quality, and performance requirements.
• Support strategic customers, pilots, go-lives, and product escalations.
• Coordinate dependencies and guidance across multiple teams

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-derived insights, or exploring AI's potential impact on the function or industry.
• 12+ years of software or enterprise product management experience
• Strong prioritization skills and the discipline to focus on high impact activities
• Experience defining and capturing product requirements and transforming them into a product roadmap
• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions
• Strong understanding of conversational AI, generative AI, agentic systems, or related technologies.
• Experience being an enterprise customer or supporting enterprise customers through pilots, UAT, go-live, stabilization, or critical escalations.
• Experience designing evaluation datasets, conducting comparative AI evaluations, and interpreting model-quality results.
• Understanding of retrieval, knowledge bases, citations, prompt engineering, context engineering, and conversational orchestration.
• Familiarity with design and collaboration tools such as Figma and Miro, and product-planning systems
• Experience with enterprise AI products, including ServiceNow or similar Virtual Agent, Search, or AI Agent solutions.

FD21

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 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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