Senior Manager, 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: 

ServiceNow is seeking a Senior Manager of Product Management for Search AI to lead the development of advanced search and conversational AI capabilities that enhance user experience and support the company's growth ambitions. This role involves guiding cross-functional teams, defining product strategy, and driving adoption of AI-powered search technologies. This manager will also lead a small team and integrate user insights to ensure customer-centric solutions.

As part of our Digital Transformation group, we deliver an intelligent, secure, scalable, performant, and accessible Platform, which serves as the foundation of ServiceNow’s products and customer experiences. This is possible through world-class integrations, data management, automation, artificial intelligence, and end-user experiences across all channels.   

This role is on our PlatformX, team within the Digital Transformation group. It is our newest team, is shaping the long-term future of our intelligent platform  

This high-leverage, business-critical role is an opportunity to shape how search is employed to power richer, more intuitive 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:     

• Drive product strategy for search, retrieval augmented generation (RAG), and question-answering capabilities that sets us up for success as we look to grow to $30B+ in revenue.  

• Drive development and secure buy-in for a product direction that identifies, defines, and supports the overall product narrative and direction. Assume ownership of outcomes. 

• Facilitate cross-functional teams that comprise ML research, engineering, user experience research, and design partners to bring high-quality products to life.  

• Drive crisp clarity within Engineering teams about outcomes, requirements, scope, and timelines. 

• Integrate user research, customer pilots, and market analysis into product requirements to enhance user and customer satisfaction.  

• Translate complex problems into clear and compelling requirements.  

• Forge partnerships with other product teams to drive adoption of search and GenAI capabilities.  

• Establish and refine metrics and framework for measuring the quality and value of search and GenAI.

• Stay informed of search's broad product strategy and priorities to ensure the platform team always anticipates and meets customer goals.

• Lead a team of 2-4 Product Managers. 

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-driven insights, or exploring AI's potential impact on the function or industry. 
• 10+ years experience managing multiple teams or a larger team, preferably managing junior leaders. 
• 8+ years of software product management experience, ideally building Search / RAG products. 
• Proven ability to deliver high quality features at speed. 
• Strong prioritization skills and the discipline to focus on high-impact activities.  
• Experience capturing and defining product requirements and transforming them into a roadmap.  
• Ability to work cross functionally, with Engineering, UX and Design teams. 
• Deep customer empathy and a track record delivering customer-centric solutions.  
• Expertise in synthesizing qualitative and quantitative data to validate hypotheses, measure success, and inform product direction.  
• Experience navigating ambiguity, identifying underlying problems, and clearly articulating tradeoffs around potential solutions.  

#Prodjobs

For positions in this location, we offer a base pay of $168,900 - $295,600, 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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