Senior Director, Platform Business Product Management

ServiceNow • Addison, TX

119d

About The Position

The Senior Director, Platform Business Product Management (BPM) serves as Global People's (GP) end-to-end product leader and strategic counterpart for shared employee experience capabilities including AI-powered interactions, portal (My ServiceNow), search and assistant (My Assist). This role brings Global People's voice and vision to life through platform capabilities while empowering all employee experience products to scale more consistently and intelligently. In partnership with Success, Technology, Experience, and Platform (STEP) and Digital Technology (DT), this role ensures that these capabilities are optimized for employee value, used consistently across lifecycle journeys, and aligned with the GP's strategic intent.

Requirements

• 10+ years of Product Management experience spanning both business-focused and technical domains.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• A proven track record of leading platform business product strategy and delivery across multiple internal-facing products or user journeys.
• Deep understanding of AI/ML application in enterprise environments, including assistants, recommendations, search, and orchestration layers.
• Experience navigating federated or domain-led organizations, especially across employee experience, HR, or shared service functions.
• Demonstrated empathy for internal users and passion for solving experience fragmentation.
• A history of aligning executives, engineering, design, and analytics stakeholders around a shared platform strategy and product roadmap.
• Fluency in systems thinking and the ability to move seamlessly between strategic storytelling and technical tradeoffs.
• A strong bias for action, agile delivery orientation, and unwavering commitment to quality and impact.

Responsibilities

• Define and execute a bold, forward-looking product vision for the shared platform capabilities that power internal employee experiences.
• Serve as the end-to-end experience owner for internal-facing capabilities, partnering with COEs to define the 'what and why', then owning 'how and when' with design, technical product management and engineering teams.
• Ensure every aspect of platform product development reflects ServiceNow's AI-first approach and commitment to the People Pact.
• Co-own the product and experience roadmap in partnership with STEP and DT, aligning GP priorities with technical feasibility and sequencing.
• Translate GP goals and journey-level strategies into actionable platform product requirements and outcomes.
• Coach, enable, and empower vertical GP Business Product Managers to make the most of shared platform capabilities.
• Develop enablement assets in alignment with DT guidance including reusable templates, integration standards, and design patterns.
• Lead shared planning and governance rituals that align product teams around common milestones, maturity goals, and platform best practices.
• Influence platform data strategies and AI feature development by representing GP's use cases, constraints, and values.
• Partner with People Analytics and ServiceNow Data & Analytics, and AI teams to ensure all platform features are grounded in trusted, governed, and well-instrumented data.
• Champion responsible AI design principles including transparency, consent, feedback loops, and human-in-the-loop experiences.
• Act as a thought leader and connector across the GP, DT, and STEP organizations communicating a compelling vision for shared capabilities.
• Establish and track measurable indicators of success spanning cross-journey consistency, AI assistant adoption, employee satisfaction, and platform reuse across GP.

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services