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

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.
  

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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 $168,900 - $295,600, 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

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.