Principal Inbound Product Manager - AI Experience

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

As Lead Product Manager for Lux, ServiceNow's AI-native experience platform, you will help drive AI strategy for the next generation of enterprise AI first experiences.

Lux provides the common platform that brings together AI-first user experiences, agentic AI, contextual intelligence, and reusable platform capabilities that enable every Business Unit to build consistent, intelligent, and enterprise-grade applications.

You will partner closely with leaders and stake holders across Product, Engineering, Design, Research and Customer Success to define product strategy, and roadmap for Lux while driving adoption across ServiceNow's product portfolio.

To be successful in this role you have

• 15+ years of product management experience, including shipping agentic AI products within the last 12–18 months, with recent shipped work and technical depth weighted more heavily than tenure alone.
• Hands-on technical depth, with the ability to work in codebases, stand up prototypes, and challenge engineering decisions with real technical credibility.
• Experience using AI-native prototyping tools such as Figma Make to move from idea to working prototype in hours, treating tooling as leverage to reach a testable artifact quickly.
• Strong grasp of modern AI systems and agent architectures, including planning, memory, tool use, orchestration, and multi-step reasoning.
• Proven ability to translate the fast-moving agentic AI landscape into concrete product experiences, turning research into productizable capabilities without waiting for consensus.
• A perspective on AI not as a bolt-on chat box but as a new material for building interfaces that change how users configure, navigate, and get work done.
• Commitment to deterministic AI that just works — predictable, reliable, repeatable experiences where the same intent produces the same trustworthy outcome every time — with clear judgment on where probabilistic models add value and where they must be constrained or grounded so the interface never surprises the user.
• A track record of raising the bar on AI-powered UX not demos that dazzle once, but experiences enterprise users depend on daily because they earn trust over time.
• Demonstrated success shipping 0→1 and scaling 1→N, bringing to market something that did not exist and growing it in ambiguous, fast-moving environments.
• Platform thinking over feature thinking, with the ability to architect primitives that multiply value across products and use cases, and to influence by showing rather than telling — painting a picture of what is possible that VPs and executive teams want to be part of.
• A team-first approach, thriving in ambiguity, navigating multiple points of view, and building alignment across Engineering, Design, Go-to-Market, and partners without relying on authority.

Highly Preferred Skills and Experience

• Developer or engineering background.
• Bachelor's degree in Computer Science or a related technical discipline.
• MBA and an AI product credential (e.g., AI Product School).

For positions in this location, we offer a base pay of $221,200 - $387,100, 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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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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