Principal Inbound Product Manager - AI Experience

ServiceNow•Santa Clara, CA

About The Position

As Lead Product Manager for Lux, ServiceNow's AI-native experience platform, you will help drive AI strategy for the next generation of enterprise AI first experiences. Lux provides the common platform that brings together AI-first user experiences, agentic AI, contextual intelligence, and reusable platform capabilities that enable every Business Unit to build consistent, intelligent, and enterprise-grade applications. You will partner closely with leaders and stake holders across Product, Engineering, Design, Research and Customer Success to define product strategy, and roadmap for Lux while driving adoption across ServiceNow's product portfolio.

Requirements

15+ years of product management experience.
Shipped agentic AI products within the last 12–18 months.
Hands-on technical depth, with the ability to work in codebases, stand up prototypes, and challenge engineering decisions with real technical credibility.
Experience using AI-native prototyping tools such as Figma Make to move from idea to working prototype in hours.
Strong grasp of modern AI systems and agent architectures, including planning, memory, tool use, orchestration, and multi-step reasoning.
Proven ability to translate the fast-moving agentic AI landscape into concrete product experiences, turning research into productizable capabilities without waiting for consensus.
A perspective on AI not as a bolt-on chat box but as a new material for building interfaces that change how users configure, navigate, and get work done.
Commitment to deterministic AI that just works — predictable, reliable, repeatable experiences where the same intent produces the same trustworthy outcome every time — with clear judgment on where probabilistic models add value and where they must be constrained or grounded so the interface never surprises the user.
A track record of raising the bar on AI-powered UX not demos that dazzle once, but experiences enterprise users depend on daily because they earn trust over time.
Demonstrated success shipping 0→1 and scaling 1→N, bringing to market something that did not exist and growing it in ambiguous, fast-moving environments.
Platform thinking over feature thinking, with the ability to architect primitives that multiply value across products and use cases, and to influence by showing rather than telling — painting a picture of what is possible that VPs and executive teams want to be part of.
A team-first approach, thriving in ambiguity, navigating multiple points of view, and building alignment across Engineering, Design, Go-to-Market, and partners without relying on authority.

Nice To Haves

Developer or engineering background.
Bachelor's degree in Computer Science or a related technical discipline.
MBA and an AI product credential (e.g., AI Product School).

Responsibilities

Drive AI strategy for the next generation of enterprise AI first experiences.
Define product strategy and roadmap for Lux.
Drive adoption of Lux across ServiceNow's product portfolio.
Partner closely with leaders and stakeholders across Product, Engineering, Design, Research and Customer Success.