Sr. Dir., Product Management - Agentic AI Experiences

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.

What you get to do in this role

ServiceNow is seeking a high energy, high EQ executive leader who thrives in a highly cross-functional, rapid velocity environment and has a passion for driving scale, transforming culture, and designing end to end technology solutions for customers and employees who are serving our customers. Our value drivers are to:

• Wow customers and employees with digital experiences they cannot live without.
• Create unified, innovative experiences that empower people to feel effective and valued – by bringing together a connected design, a product mindset, and innovative technology.
• Deliver delightful employee experiences powered by Gen AI that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century.
• Co-creating, using, and highlighting our own products to do it.

Who We Are

ServiceNow’s technology makes the world work for everyone, and our people make it possible. We move fast because the world cannot wait, and we innovate in ways no one else can for our customers and communities.

We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

The Organization

We are 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 product design, transformation, stellar experiences, 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.

Senior Director, Product Management, Agentic Experiences

Location: Dallas, TX/Santa Clara, CA (or Remote - US, with travel as needed)

About the Role: We are seeking a visionary Senior Director of Product Management to lead the strategy for both our customer-facing self-service experiences and the internal, AI-driven platform that empowers our Customer Success and Support teams.

Your mission is two-fold: provide customers with intuitive, powerful self-service options to resolve issues independently, and equip our internal teams with agentic, AI-powered tools to proactively support those customers when they need it. You will be responsible for creating a seamless, end-to-end journey that reduces customer effort and increases our teams' efficiency. This role is pivotal in transforming our Success and Support model into one that is proactive, self-sufficient, and deeply satisfying for both customers and employees.

Key Responsibilities:

• Unified Experience Strategy: Develop a cohesive strategy that connects the customer-facing support experience (e.g., portals, knowledge bases, bots) with the internal agent experience, ensuring seamless handoffs and a consistent data narrative.
• Strategic Product Leadership: Define and champion a long-term vision for an AI-powered ecosystem of self-service experiences for both external customers and internal teams.
• Roadmap Ownership: Develop and prioritize a unified product roadmap that serves both customer self-service needs and internal team automation, ensuring resources are allocated to the highest-impact initiatives.
• Customer & Persona Insight: Cultivate a deep empathy for our end customers' journey and our internal Success and Support personas' workflows to identify and solve for friction points across the entire experience.
• Agentic & Self-Service Definition: Translate strategic initiatives into detailed requirements for both sides of the platform, including customer-facing self-help journeys, automated support agents, and proactive workflows for internal teams.
• Performance Monitoring: Define and track KPIs that measure the success of the entire ecosystem, including customer self-service adoption rates, case deflection, time-to-resolution, and internal user satisfaction.
• Team Leadership & Mentorship: Lead and mentor a team of product managers, fostering a culture of innovation and an AI-first, user-centric mindset focused on the complete customer and employee journey.
• Executive Communication: Present a holistic product strategy to executive leadership, clearly articulating the value and ROI of investing in a unified customer and employee experience platform.

Qualifications:

• Education: Bachelor's degree in Computer Science, Engineering, Business, or a related field. MBA or advanced degree is highly preferred.
• Experience:
  • 12+ years of progressive experience in product management within enterprise software (SaaS).
  • 5+ years of experience leading and mentoring product management teams.
  • Demonstrated experience launching successful customer-facing products such as support portals, community platforms, knowledge systems, or chatbots.
  • Proven success building internal productivity platforms or support automation systems that demonstrably improve user efficiency.
  • Strong background in B2B enterprise software, with direct experience in Customer Service Management (CSM), digital customer experience, or related fields being highly desirable.
• Skills:
  • Exceptional strategic thinking with the ability to create a single, compelling vision from complex customer and internal user needs.
  • An end-to-end, user-obsessed mindset, with a passion for deeply understanding and improving the entire support journey.
  • Excellent communication and interpersonal skills, with the ability to influence stakeholders across all levels of the organization.
  • Strong analytical skills, with the ability to leverage data to drive decisions and measure the impact of the holistic experience.
  • A deep passion for leveraging technology to create autonomous and empowering systems that make work and support simpler and more effective.

JV20

For positions in this location, we offer a base pay of $250,200 - $437,900, 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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