Senior Staff Inbound Product Manager

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 strategythatsets us up for success as welook to growto $10B inrevenue
• Communicateproductprioritiesand buildconsensus
• Assume leadership responsibilities as anaccountable owner who is committedto the outcome regardless of the role ororganizationalboundaries
• Work withmultipleteamstoguideprojectsthroughdevelopmentand 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-modecommunications 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 AIs potential impact on the function or industry.
• 12 years of software or enterpriseproductmanagement experience
• Strong prioritizationskillsandthediscipline to focus on highimpactactivities
• Experience defining andcapturingproductrequirementsandtransforming them intoaproduct roadmap
• Deep curiosity about customerneeds and a track record inbuilding customer relationshipsand 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 ServiceNow or other is Virtual Agent Search or AI Agents products.

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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 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 :

No

Employment Type :

Full-time