Sr. Dir., Product Management Agentic AI Experiences

What you get to do in this role

ServiceNow is seeking a high energy high EQ executive leader who thrives in a highly cross-functional rapid velocity environment and has a passion for driving scale transforming culture and designing end to end technology solutions for customers and employees who are serving our customers. Our value drivers are to:

• Wow customers and employees with digital experiences they cannot live without.
• Create unified innovative experiences that empower people to feel effective and valued by bringing together a connected design a product mindset and innovative technology.
• Deliver delightful employee experiences powered by Gen AI that accelerate ServiceNows journey to become the defining enterprise software company of the 21st century.
• Co-creating using and highlighting our own products to do it.

Who We Are

ServiceNows technology makes the world work for everyone and our people make it possible. We move fast because the world cannot wait and we innovate in ways no one else can for our customers and communities.

We know that your best work happens when you live your best life and share your unique talents so we do everything we can to make that possible. We dream big together supporting each other to make our individual and collective dreams come true. The future is ours and it starts with you.

The Organization

We are not yesterdays IT department were Digital Technology. The world around us keeps changing and so do we. Were redefining what it means to be IT with a mindset centered on product design transformation stellar experiences AI-driven automation innovation and growth. Were all about delivering delightful secure customer and employee experiences that accelerate ServiceNows journey to become the defining enterprise software company of the 21st century.

Senior Director Product Management Agentic Experiences

Location: Dallas TX/Santa Clara CA (or Remote - US with travel as needed)

About the Role: We are seeking a visionary Senior Director of Product Management to lead the strategy for both our customer-facing self-service experiences and the internal AI-driven platform that empowers our Customer Success and Support teams.

Your mission is two-fold: provide customers with intuitive powerful self-service options to resolve issues independently and equip our internal teams with agentic AI-powered tools to proactively support those customers when they need it. You will be responsible for creating a seamless end-to-end journey that reduces customer effort and increases our teams efficiency. This role is pivotal in transforming our Success and Support model into one that is proactive self-sufficient and deeply satisfying for both customers and employees.

Key Responsibilities:

• Unified Experience Strategy: Develop a cohesive strategy that connects the customer-facing support experience (e.g. portals knowledge bases bots) with the internal agent experience ensuring seamless handoffs and a consistent data narrative.
• Strategic Product Leadership: Define and champion a long-term vision for an AI-powered ecosystem of self-service experiences for both external customers and internal teams.
• Roadmap Ownership: Develop and prioritize a unified product roadmap that serves both customer self-service needs and internal team automation ensuring resources are allocated to the highest-impact initiatives.
• Customer & Persona Insight: Cultivate a deep empathy for our end customers journey and our internal Success and Support personas workflows to identify and solve for friction points across the entire experience.
• Agentic & Self-Service Definition: Translate strategic initiatives into detailed requirements for both sides of the platform including customer-facing self-help journeys automated support agents and proactive workflows for internal teams.
• Performance Monitoring: Define and track KPIs that measure the success of the entire ecosystem including customer self-service adoption rates case deflection time-to-resolution and internal user satisfaction.
• Team Leadership & Mentorship: Lead and mentor a team of product managers fostering a culture of innovation and an AI-first user-centric mindset focused on the complete customer and employee journey.
• Executive Communication: Present a holistic product strategy to executive leadership clearly articulating the value and ROI of investing in a unified customer and employee experience platform.

Qualifications :

Qualifications:

• Education: Bachelors degree in Computer Science Engineering Business or a related field. MBA or advanced degree is highly preferred.
• Experience:
  • 12 years of progressive experience in product management within enterprise software (SaaS).
  • 5 years of experience leading and mentoring product management teams.
  • Demonstrated experience launching successful customer-facing products such as support portals community platforms knowledge systems or chatbots.
  • Proven success building internal productivity platforms or support automation systems that demonstrably improve user efficiency.
  • Strong background in B2B enterprise software with direct experience in Customer Service Management (CSM) digital customer experience or related fields being highly desirable.
• Skills:
  • Exceptional strategic thinking with the ability to create a single compelling vision from complex customer and internal user needs.
  • An end-to-end user-obsessed mindset with a passion for deeply understanding and improving the entire support journey.
  • Excellent communication and interpersonal skills with the ability to influence stakeholders across all levels of the organization.
  • Strong analytical skills with the ability to leverage data to drive decisions and measure the impact of the holistic experience.
  • A deep passion for leveraging technology to create autonomous and empowering systems that make work and support simpler and more effective.

JV20

For positions in this location we offer a base pay of $250200 - $437900 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. 

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Remote Work :

Yes

Employment Type :

Full-time