Senior Staff Inbound Product Manager - AI Search

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 Team: 

The Intelligent Services team is at the forefront of redefining how enterprises harness AI to deliver meaningful outcomes. Positioned within ServiceNow’s AI Innovation org, we build the connective tissue that powers enterprise search, agentic AI, and Intelligent workflows across the Now Platform. Our mission is to advance search and conversational AI capabilities that not only understand context but also anticipate user needs—unlocking new agentic opportunities, driving measurable value, and enabling real-time performance and CSAT insights.

Together, the Intelligent Services layer forms the foundation for Now Assist and agentic AI, giving ServiceNow a unique advantage in delivering AI that truly knows your business.

The Impact You’ll Make:

Intelligent Services is seeking a Senior Staff Inbound Product Manager for Search AI to lead the development of advanced enterprise search and conversational AI capabilities that enhance user experience and support the company's growth ambitions. This highly impactful, 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. This manager will also lead a small team and integrate user insights to ensure customer-centric solutions.

What you get to do in this role:     

• Set the vision for Enterprise Search & AI – Define and drive the product strategy for search, retrieval-augmented generation (RAG), and question-answering capabilities that will power ServiceNow’s next wave of growth and innovation as we scale to $30B+ in revenue.
• Own outcomes, not just outputs – Shape the product narrative, secure executive buy-in, and ensure every initiative delivers measurable business and customer impact.
• Lead with technical depth and clarity – Guide engineering, ML research, UX research, and design partners with crisp, actionable requirements that enable fast, high-quality delivery of advanced search capabilities.
• Champion user-driven innovation – Leverage customer pilots, user research, and market insights to create experiences that feel intuitive, contextual, and indispensable.
• Drive adoption across the platform – Partner with other product teams to embed search and GenAI capabilities throughout the ecosystem, expanding their impact and value.
• Measure what matters – Define and refine metrics that capture the real-world performance, relevance, and business value of search and AI features.
• Develop future leaders – Manage and mentor a team of 4+ Product Managers, fostering a culture of innovation, accountability, and technical excellence.

Qualifications

We’re seeking a technical product leader with deep expertise in enterprise search and a passion for driving AI-powered innovation.

The ideal candidate brings:

• Proven leadership: 10+ years building and leading high-performing product teams, including mentoring junior leaders and fostering cross-functional collaboration.
• Enterprise Search expertise: 8+ years in software product management with hands-on experience building search or RAG (Retrieval-Augmented Generation) products that drive measurable impact.
• AI/ML fluency: Strong understanding of AI/ML frameworks and modern search technologies (e.g., Moveworks, Glean, Elasticsearch, Coveo), with the ability to evaluate, integrate, and innovate on emerging capabilities like context awareness, data indexing, and relevance ranking.
• Execution excellence: A track record of delivering high-quality, scalable features at speed while maintaining a laser focus on outcomes that matter.
• Customer obsession: Deep empathy for users and the ability to translate complex needs into elegant, customer-centric solutions.
• Data-driven mindset: Expertise in leveraging qualitative and quantitative insights to validate hypotheses, guide strategy, and measure success.

• Strategic problem-solving: Comfort navigating ambiguity, uncovering root problems, and clearly communicating trade-offs to drive decisions. 

FD21

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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