Senior, Expert

Senior Staff Product Manager, Conversational AI

Santa Clara, United States · On-site$191–334k

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

We are seeking an exceptional Senior Staff Product Manager to own and drive the strategic vision and execution of AI-native conversational experiences across the ServiceNow platform. In this role, you will take full ownership of product direction, navigate complex cross-functional challenges, and establish yourself as the trusted expert—internally and externally—for conversational AI strategy. This is an ownership role for a self-directed leader who thrives in ambiguity, drives alignment across silos, and earns credibility as a thought leader.

What You Get to Do in This Role

Own the end-to-end product vision, strategy, and roadmap for AI-native conversational experiences—from conception through market success
Take initiative to identify strategic opportunities, define product direction, and make bold decisions with conviction
Drive execution across complex multi-team challenges (AI/ML, Engineering, Design, Data, GTM, Customer Success, Security)
Navigate ambiguous, high-impact product decisions requiring cross-functional alignment and creative trade-offs
Establish yourself as the recognized expert on conversational AI strategy—internally with leadership and partners, externally with customers.
Represent product strategy to executive leadership, and key accounts with clarity and confidence
Maintain deep knowledge of the AI market—emerging models, techniques, competitive moves, and industry trends
Identify strategic inflection points and market opportunities before they become obvious
Understand enterprise customer workflows deeply; connect their pain points to conversational AI solutions
Turn customer feedback into strategic insights and roadmap priorities
Define multi-year strategy aligned with platform vision while remaining agile to market signals
Communicate complex problems into clear requirements; inspire teams around shared vision
Influence without direct authority; build alignment through leadership credibility and demonstrated progress
Partner with Design, Research and Engineering teams to deliver effective end-to-end conversational customer experiences
Define success metrics, telemetry requirements, and drive continuous optimization
Connect AI innovation to workflow automation, governance, and enterprise operations
Synthesize insights across AI research, market trends, and customer needs
Anticipate where the market is heading; position ServiceNow to lead

Qualifications

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.
12+ years of software product management experience
Proven ability to own and drive product visions from conception to market success
Demonstrated expertise building and scaling conversational AI, agentic, or LLM-powered products at enterprise scale
Strong track record navigating complex cross-functional challenges and aligning multiple teams
Established as a recognized expert/thought leader in conversational AI or adjacent AI domains
Deep technical acumen; comfort engaging deeply with AI/ML engineers on architecture and feasibility
Strategic thinking ability; skill at connecting dots across domains and anticipating market evolution
Experience selling to and supporting enterprise customers through buying, deployment, and adoption
Exceptional communication and influence skills; ability to inspire teams and convince stakeholders without direct authority
Self-directed and entrepreneurial; comfortable taking initiative in ambiguous situations
Deep knowledge of current AI landscape—LLMs, RAG, multi-agent systems, agentic AI
Experience at AI-native companies or during transformational AI moments
Background in workflow automation, BPM, or enterprise operations software- nice to have
Familiarity with ServiceNow platform, customers, or enterprise software ecosystem- nice to have

FD21

For positions in this location, we offer a base pay of $190,900 - $334,100, 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.

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