Senior Staff Product Manager, AI Experiences

Company Description
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.
Job Description
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 works for us internally and delivers value as it gets in 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 which cut across the enterprise like Search, Conversational Interfaces, Automation, and helping our DT developers to be productivity to build enterprise grade products on 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 on 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 the Role:
ServiceNow is seeking a Senior Staff AI Experience Product Manager to guide the development of intelligent, AI-driven experiences, including personalized conversational AI and enterprise search solutions, that optimize and orchestrate workflows. In this role, you will define how our platform leverages AI and machine learning to enhance user journeys, streamline actions, and deliver intuitive, personalized interactions. You will build strong partnerships with stakeholders across the organization to deliver tailored AI-powered solutions for their audiences and present your vision and results to senior leadership. Partner with Engineers, Analysts, and Designers to redefine the future of work through intelligent workflows, search, and conversational AI experiences.
Key Responsibilities:

• Personalized Conversational AI Experiences: Design and implement AI-driven conversational solutions that provide personalized, context-aware interactions for users. Use natural language understanding (NLU) and machine learning to enhance communication, predict user needs, and deliver proactive assistance.
• Enterprise Search Development: Guide the development of enterprise search experiences that deliver fast, accurate, and contextually relevant results. Use AI/ML to improve search relevance, streamline knowledge discovery, and integrate search capabilities with conversational interfaces.
• Stakeholder Management & Partnership Building: Cultivate strong relationships with stakeholders, acting as a respected partner to align on goals and deliver personalized AI-powered experiences tailored to specific audiences.
• Intelligent Workflow Orchestration: Design and optimize AI-powered workflows that integrate conversational AI, enterprise search, and agent-based systems to streamline complex user interactions and improve productivity.
• Storytelling with Data: Use data to tell the story of AI's impact on user journeys, personalized conversations, and workflow optimization. Break down complex journeys into measurable insights that demonstrate the value of your solutions.
• Cross-Functional Collaboration: Partner with Engineering, Design, and Analytics teams to conceptualize, prototype, and deliver scalable, intuitive AI-driven experiences. Ensure enterprise search, conversational AI, and workflow solutions align with ServiceNow's broader platform goals.
• Experience Mapping & Optimization: Map and refine end-to-end user workflows, focusing on how personalized conversational AI, enterprise search, and intelligent workflows create seamless, user-friendly experiences.
• Product Vision & Roadmapping: Develop and communicate a clear vision for personalized conversational AI, enterprise search, and intelligent workflows on the ServiceNow platform. Maintain a strategic roadmap aligned with organizational goals.
• User Advocacy & Feedback Loop: Advocate for users by gathering feedback from customers, internal teams, and external partners. Use insights to refine and continuously improve AI-driven experiences.
• Executive Presentations & Communication: Present product vision, strategy, and results to senior leaders across the organization. Clearly articulate the value of personalized conversational AI and other AI solutions to ensure alignment and support.

Qualifications

• Experience: 8+ years in product management, with 5+ years in AI, machine learning, conversational AI, and enterprise search.
• Storytelling Ability: You excel at translating data and insights into compelling narratives for technical and non-technical audiences.
• Personalized AI Expertise: Experience designing and delivering conversational AI solutions with a focus on personalization, NLU, and predictive capabilities.
• Enterprise Search Expertise: Proven ability to design and deliver enterprise search solutions, including relevance tuning and contextual search optimization.
• Stakeholder Management: Demonstrated experience building strong partnerships with stakeholders and delivering tailored solutions for diverse audiences.
• Analytical Skills: Proficiency with analytics tools and the ability to use data to inform decisions, optimize experiences, and measure success.
• Technical Acumen: Deep understanding of AI/ML, conversational AI, NLU, enterprise search technologies, and intelligent workflow orchestration.
• Communication Skills: Strong verbal and written communication skills, with experience presenting to senior leaders and leading cross-functional teams.
• Problem-Solving Mindset: Ability to navigate ambiguity and develop innovative, user-centered solutions for complex challenges.

#DTjobs
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
For positions in this location, we offer a base pay of $187,600 - $328,300, 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.
Additional Information
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. Learn more here .
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.
From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.