Job Description

Salary: $147,300 - $257,000 (for positions in this location)

Location Type: Remote

Employment Type: Full-time

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: About the Role

As part of our Digital Transformation group, we deliver an intelligent, secure, scalable, performant, and accessible Platform, which serves as the foundation of ServiceNow’s products and customer experiences. This is possible through world-class integrations, data management, automation, artificial intelligence, and end-user experiences across all channels.

This role is on our PlatformX team within the Digital Transformation group. It is our newest team, shaping the long-term future of our intelligent platform. This high-leverage, business-critical role is an opportunity to shape how search is employed to power richer, more intuitive conversational experiences. As the line between search and conversation blurs, you'll guide the development of our foundational search capabilities to create conversational experiences that are personalized, relevant, and grounded in trusted information.

What you get to do in this role:

• Drive product strategy for search, retrieval augmented generation (RAG), and question-answering capabilities that sets us up for success as we look to grow to $30B+ in revenue.
• Identify compelling product priorities and build consensus around them.
• Facilitate cross-functional teams comprising ML research, engineering, user experience research, and design partners to bring high-quality products to life.
• Manage the end-to-end product lifecycle and assume ownership of outcomes.
• Integrate user research, customer pilots, and market analysis into product requirements to enhance user and customer satisfaction.
• Translate complex problems into clear and compelling requirements.
• Develop multimodal communications that speak to diverse audiences, both internal and external, and technical and non-technical.
• Forge partnerships with other product teams to drive adoption of search and gen-AI capabilities.
• Establish and refine metrics and frameworks for measuring the quality and value of search and gen-AI.
• Serve as team guide and coach lower-level employees.

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.
• 8+ years of software product management experience.
• Direct experience building gen-AI, natural language processing, or search capabilities.
• Strong prioritization skills and the discipline to focus on high-impact activities.
• Experience capturing and defining product requirements and transforming them into a roadmap.
• Deep customer empathy and a track record delivering customer-centric solutions.
• Expertise in synthesizing qualitative and quantitative data to validate hypotheses, measure success, and inform product direction.
• Experience navigating ambiguity, identifying underlying problems, and clearly articulating tradeoffs around potential solutions.
• Demonstrated ability to navigate and solve problems at the intersection of machine learning quality and UX design.

FD21