Principal Inbound Product Manager - Intelligent Services

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 Team:  

The Intelligent Services team is at the forefront of redefining how enterprises harness AI to deliver meaningful outcomes. Positioned within ServiceNow’s 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 You’ll 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 company's 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, you'll 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 ServiceNow’s 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 impact—adoption, 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 

We’re 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 $163,600 - $286,300, 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.

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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