Director, Product Management- Enterprise AI Search

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

About the Role:

In this high-impact leadership role, you will shape the future of Enterprise Search and AI experiences across ServiceNow. You’ll combine strategic thinking, thought leadership, and executional excellence to drive how people find, access, and act on information—instantly and intelligently.

This role sits within our Enterprise Technology Group and will own the strategy, roadmap, and delivery for Enterprise Search, leveraging ServiceNow’s Intelligent Platform and GenAI capabilities. You will lead a team that drives customer zero innovation—ensuring ServiceNow’s internal experience is world-class, while setting the foundation for product capabilities that power our customers globally.

What you'll impact:

· Enterprise Search Strategy & Vision – Define and communicate a long-term strategy for Enterprise Search as a core capability of the ServiceNow platform. Drive a vision where search is not just retrieval, but an intelligent, contextual, and proactive experience.

· GenAI-Powered Search Experiences – Lead innovation in generative and semantic search, retrieval-augmented generation (RAG), multi-modal search (text, voice, image), and agentic AI. Ensure our search solutions anticipate user needs and surface insights across enterprise data.

· Unified Information Access – Create a seamless search fabric across ServiceNow, integrating structured and unstructured data, third-party knowledge sources, and live internet signals while ensuring security, compliance, and role-based access.

· Search Relevance & Personalization – Define strategies for ranking, relevance, intent understanding, and personalization. Ensure search adapts to user roles, preferences, and workflows to drive productivity.

· Platform Integration – Partner with product teams to embed Enterprise Search natively into workflows, conversational interfaces, and agent experiences across IT, HR, Customer Service, and more.

· Metrics & Impact – Define KPIs for search quality (precision, recall, satisfaction, deflection rates), usage adoption, and measurable business outcomes. Build a culture of continuous improvement through experimentation and analytics.

· Thought Leadership – Represent Enterprise Search strategy internally and externally. Influence industry direction, evaluate emerging technologies, and help position ServiceNow as a leader in AI-powered enterprise experiences.

· Team Leadership – Lead and inspire a high-performing product team. Provide mentorship, foster innovation, and build a culture that pushes boundaries while delivering at scale.

· Cross-Functional Collaboration – Work across engineering, design, data science, security, and business stakeholders to ensure successful product delivery and adoption.

Emerging Technology Group

Emerging Technology Group (ETG) is ServiceNow’s Digital Technology (DT) internal incubation group.
Being customer zero for ServiceNow products, we ensure the products work for us internally and deliver value as they get in the hands of our customers. As Customer Zero, we implement all our technology workflows and deliver the best experience. With AI everywhere, we are in charge of AI Experiences that cut across the enterprise like Search, Conversational Interfaces, and Automation, and we help our DT developers be productive by building enterprise-grade products on the ServiceNow Platform. We are focused on accelerating innovations and developing new concepts, forward-thinking solutions, and products leveraging ServiceNow’s Intelligent platform and the best industry standards. If you enjoy learning, growing, and making an impact, you will love being in this role. You get exposure to every facet of the enterprise and can make a meaningful impact on both the business and the people who work here. You will face new obstacles and priorities every day, which can be invigorating and push the boundaries of your thought process.

About Digital Technology

We’re not yesterday’s IT department—we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

• 12+ years in product management leadership roles, including 3–5+ years in AI or Enterprise Search.
• Proven experience delivering transformational Enterprise Search capabilities—semantic, vector, or generative search preferred.
• Deep understanding of search systems, information retrieval, natural language processing, and enterprise data ecosystems.
• Strong leadership skills with a track record of building and scaling product teams.
• Exceptional communication and storytelling skills, able to align executives and inspire teams.
• Experience with ServiceNow products and/or processes is a plus, but not required.
• Knowledge of the latest GenAI and agentic AI innovations.
• Experience in a high-growth or start-up environment a bonus.

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 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 [email protected] 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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