Senior

Director, Product Management- Action Fabric

Santa Clara, United States · On-site

Company Description

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.

Job Description

About the Role

You'll own the product strategy and execution for Action Fabric, ServiceNow's headless access layer for agentic AI platforms. This is a foundational role at the intersection of platform architecture, consumption economics, and frontier AI integration. You'll define how customers invoke the ServiceNow platform through their preferred tools, design pricing models that align with agentic consumption patterns (tokens, requests, actions), and partner with your organization's platform teams (MCP Server, A2A, REST/GraphQL APIs) and enterprise application teams (ITSM, ITOM, CRM, CSM) to deliver a cohesive, world-class headless customer experience.

Why This Role Matters

Agentic AI adoption is moving fast, and the winners will be the platforms that make it easiest for agents to take action. This role sits at the center of that opportunity - building the product, economics, and partnerships that make ServiceNow the go-to action layer for frontier AI platforms. You'll work on zero-to-one product challenges, shape industry standards as they're being written, and have direct influence on how ServiceNow monetizes its platform in the agentic era.

Your Team & Context

You'll join a platform organization focused on agentic access and developer monetization. Your team cuts across three core areas:

MCP Servers for customers (140+ customers, ~20,000+ invocations per week)
Agent to Agent
REST and GraphQL API surface for platform access
Action Fabric – the monetization and metering layer for platform actions through agentic access

Success in this role is measured by four metrics: top-line capability growth (tokens/requests consumed), telemetry and instrumentation delivery, cross-disciplinary collaboration across product, engineering, and go-to-market leadership, and industry partnerships and collaboration across agentic interoperability standards.

The Impact You'll Make

Define the Action Fabric vision and roadmap as ServiceNow's headless access paradigm. You'll articulate how agentic platforms and applications invoke the system of action, what controls need to be in place, and how that consumption is measured, metered, and monetized.
Set ServiceNow's position in the emerging interoperability stack (MCP Server, A2A, REST/GraphQL APIs) - turning agentic interoperability into a governed, differentiated customer outcome rather than a commodity connector.
Drive consumption economics and pricing calibration. You'll monitor live customer signals (e.g., agent invocations, use cases, token consumption patterns) to ensure pricing models are sound, competitive, and scalable. This requires financial fluency and executive presence to make peer-level decisions with pricing, product, engineering, and finance.
Build and own the telemetry framework for platform actions. You'll partner with engineering to instrument how customers consume the platform, what drives value, and where to optimize.
Partner with platform integrations and leading AI providers to ensure ServiceNow is a first-class action layer inside the tools customers already use.
Own field messaging and competitive positioning. You'll work closely with go-to-market leadership on customer enablement and thought leadership. When customers and partners ask hard questions about pricing, positioning, competitive alternatives, or roadmap, you are the product authority making real-time calls as adoption patterns and competitive dynamics shift.
Define and track metrics that reflect real impact. You live and breathe product adoption, consumption, and business metrics. You use data to surface early signals and iterate quickly in an ambiguous, fast-moving space.

Qualifications

8–10+ years of product management experience, with at least 2–3 years owning product strategy for platform or integration products at enterprise scale.
Deep experience with consumption-based or usage-based pricing models. You understand pricing mechanics, can read and challenge financial models, and have peer-level conversations with finance teams about unit economics and margin drivers.
Technical fluency with agentic AI - token consumption, action invocation patterns, cost-throughput tradeoffs, failure modes. You don't need to be an engineer, but you need enough depth to evaluate architecture tradeoffs and have credible conversations with technical teams.
Experience owning monetization or platform strategy in a multi-business-unit environment. You understand how to navigate the tension between revenue scale and customer adoption, and you've built alignment across engineering, finance, and go-to-market through clarity and evidence.
Comfort with ambiguity and competitive urgency. You define metrics early, make directional calls with incomplete data, change your mind when new evidence arrives, and do not need consensus to move.
Excellent communication skills and demonstrated experience presenting to and influencing VP+ level executives across product, engineering, and go-to-market functions.

Nice-to-Haves

Experience with integration platforms, headless architectures, or MCP (Model Context Protocol).
Background in enterprise-facing admin products or platform capabilities that require deep customer instrumentation.
Exposure to agentic AI product development or LLM-based application design.
Track record of building or scaling rate cards, metering systems, or consumption-based business models.

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.

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 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.