Senior Staff, Product Manager- AI Evaluation & Quality

About the team

This role sits within APEX (AI Foundations) the team building the platform-level infrastructure behind ServiceNows enterprise AI strategy. Youll work alongside engineering data and applied research partners to make evaluation a durable compounding advantage.

About the role

Agentic AI is only as trustworthy as the evaluation discipline behind it. ServiceNow is building the evaluation methodology tooling and closed-loop production system that will define how good is good enough for AI specialists and multi-agent frameworks across the enterprise and were looking for the product leader to help own that discipline. This is a rare chance to build a category-defining evaluation platform from the ground up at a company where the outcome shapes how every business unit ships AI not just one teams roadmap.

Why this role matters

Evaluation is the foundational differentiator for enterprise agentic AI. As frontier models commoditize defensible advantage shifts to the orchestration and quality layer how reliably an AI specialist performs in a customers production environment. This role sits at exactly that inflection point:

• You set direction in undefined space there is no existing playbook to inherit and the discipline you build becomes the standard others build on.
• Your impact is horizontal and enterprise-wide by design driven through influence tooling and a Center of Excellence rather than headcount.
• Youll be the definitive point of reference for AI specialist quality across the portfolio deep technical and methodological ownership without the dilution of people management.
• Success is visible and concrete: your framework adopted across business units a closed-loop system demonstrably improving specialists release-over-release and tooling used self-serve by teams you never directly staffed.

The impact youll make

• Evaluation strategy and framework: Define the end-to-end evaluation methodology across ServiceNows AI specialist portfolio golden datasets LLM-as-judge calibration failure taxonomy and a multi-layer metric model spanning agent behavior user experience and business impact.
• Closed-loop evaluation platform: Move evaluation from a one-time release gate to a continuous improvement engine where production telemetry feeds failure analysis targeted evaluation expansion and redeployment making live signal not synthetic testing the primary driver of quality.
• Cross-functional influence at scale: Partner with a federated Center of Excellence model central methodology and tooling embedded practice in each business unit acting as the internal consulting function that helps teams stand up evaluation without rebuilding infrastructure from scratch.
• Platform and tooling: Drive evaluation from bespoke effort to reusable self-serve platform capability evaluation infrastructure data tooling and calibration systems that make closed-loop evaluation available to every team building AI specialists.

What Success Looks Like

• Your evaluation framework is adopted across multiple business units.
• The closed-loop platform demonstrably drives specialist improvement release-over-release sourced from real production signal.
• Evaluation tooling is used self-serve by teams the Center of Excellence never directly staffed.
• Your quality bar becomes the internally recognized authoritative standard for AI specialist readiness.

Qualifications :

• 12 years of softwareproductmanagement experience
• Deep experience in AI/ML product management ideally with hands-on exposure to LLM evaluation agentic systems or applied ML quality frameworks.
• A track record of defining methodology or standards in ambiguous cross-team problem spaces not just executing an existing roadmap.
• Strong technical fluency comfortable in the details of evaluation pipelines data platforms and production telemetry not just the product narrative around them.
• Proven ability to drive outcomes through influence and technical credibility without formal authority over the teams youre working with.

For positions in this location we offer a base pay of $190900 - $334100 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 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