Principal Inbound Product Manager - Intelligent Services
Principal Inbound Product Manager - Intelligent Services
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Job Description
About the Team:
The Intelligent Services team is at the forefront of redefining how enterprises harness AI to deliver meaningful outcomes. Positioned within ServiceNows AI Innovation org it unifies AI Search Knowledge Graph advanced Conversation Mining and Clustering. It is the connective tissue that advances our enterprise search capabilities helps customers uncover new agentic opportunities drive value and enables real-time performance and CSAT measurement.
Together the Intelligent Services layer forms the foundation for Now Assist and Agentic AI giving ServiceNow a unique advantage in delivering AI that truly knows your business.
The Impact Youll Make:
Intelligent Services is seeking a Principal Product Manager at the intersection of Knowledge Graph and Enterprise Search to lead the development of advanced enterprise search with deep contextual and personalization capabilities that enhance user experience and support the companys growth ambitions. This highly impactful business-critical role is an opportunity to shape how context is employed to power richer more intuitive search and conversational experiences. As the line between search and conversation blurs youll guide the development of our foundational search capabilities to create conversational experiences that are personalized relevant and grounded in trusted information.
What you get to do in this role:
- Set the Vision & Strategy: Define and drive the roadmap for frontier enterprise search powered by knowledge graph context Retrieval-Augmented Generation (RAG) and question-answering capabilities that will power ServiceNows next wave of growth and innovation as we scale to $30B in revenue.
- Lead High-Impact Innovation: Partner closely with ML research engineering and design teams to deliver cutting-edge search solutions that blend relevance personalization and scalability.
- Own Outcomes Not Just Features: Manage the full product lifecycle with accountability for measurable business impactadoption user productivity and customer satisfaction.
- Turn Insights into Action: Leverage user research customer pilots and market intelligence to shape product direction ensuring solutions are both technically innovative and deeply customer-centric.
- Drive Cross-Functional Alignment: Build strong partnerships across product teams to embed search and GenAI capabilities seamlessly into the broader platform ecosystem.
- Measure What Matters: Establish clear metrics and frameworks to evaluate search quality AI-driven value and product success at scale.
- Inspire & Develop Talent: Lead and mentor a small team of Product Managers fostering technical excellence strategic thinking and customer-first innovation.
Qualifications :
Qualifications
Were seeking a Principal Product Manager with deep expertise in enterprise search and a passion for driving AI-powered innovation. The ideal candidate brings:
- Gen AI/LLM Technology: Deep understanding of AI/ML frameworks with demonstrated experience building GenAI LLM NLP or context-aware search solutions.
- Search Knowledge Graph or Conversational AI Expertise: 6 years in software product management including at least 4 years driving innovation in search knowledge graph conversational AI or information retrieval.
- Technical Vision & Innovation: Proven ability to evaluate emerging capabilities (context awareness semantic layer indexing strategies relevance ranking) and translate them into differentiated product offerings.
- Customer-Centric Mindset: A track record of delivering solutions that anticipate user needs and elevate customer experiences through data-driven insights.
- Strategic Problem Solver: Exceptional skill in navigating ambiguity framing trade-offs and making decisions that balance technical feasibility user experience and business value.
- Data-Driven Leadership: Expertise in synthesizing qualitative and quantitative data to inform strategy validate hypotheses and define success metrics.
- Cross-Disciplinary Insight: Ability to work seamlessly across ML engineering UX and design teams solving complex problems where machine learning quality and user experience intersect.
- Startup experience: Experience in high growth startup(s) is a bonus.
FD21
For positions in this location we offer a base pay of $163600 - $286300 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 creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by 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 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.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- Time Management
- Data Analytics
- Analytical
- Agile
- Requirement Gathering
- Strategic thinking
- Visio
- Communication
- Problem Solving
- Market Research
- UML
- Cross Functional Teams
