Senior Manager, Software Engineering Management - AI Experience Framework

ServiceNow•San Diego, CA

2d•Hybrid

About The Position

This role involves leading a team of full-stack software engineers responsible for the AI Experience Framework (AIUX), which powers ServiceNow's AI-first user interfaces. The team develops and maintains modular, reusable conversational experiences using modern Lit-based web components, forming the technical foundation for conversation-first applications. The position requires partnering with product/App BU teams, core platform teams, and other UX component teams. Key responsibilities include managing product development for the AIUX framework roadmap, collaborating with various departments to create high-quality AI-first experiences, overseeing daily development team activities, solving complex problems related to AI integration, performance, and architecture, guiding architectural decisions, setting technical direction for framework-level APIs, representing AIUX Framework in cross-organizational discussions, and acting as an escalation point for critical production issues. The role also involves managing departmental resources, staffing, mentoring, and enhancing the engineering team.

Requirements

Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
10+ years of experience with technologies relevant to ServiceNow and advanced coding skills with high-quality results.
Deep expertise in JavaScript and substantial experience in Java or a similar OO language (C++, C#, Go acceptable).
5+ years of experience managing core software engineering teams.
Experience coaching and growing engineers at various levels.
Experience leading team members who require little oversight in completing assigned work.
Experience providing direction, delegating assignments, and supporting a team to accomplish tasks.
Advanced experience with modern UI frameworks (Angular, React, Vue, or Lit).
Passion for JavaScript/the Web as a platform, reusability, and componentization.
Experience with open source tools and agile development environments.
Working knowledge of server-side rendering/hydration and systems-level Node.js concerns (process/worker isolation, HTTP/1.1 and HTTP/2 semantics, reverse proxying).
Ability to understand broad concepts and use those concepts to develop solutions for problems spanning AI integration, performance, and multi-team coordination.
Experience completing projects based on company priorities, context, risks, and desired outcomes.
Ability to understand and implement best practices and coding standards for role-specific requirements (programming languages and tools, network design, functional design, algorithms, patterns, design and development, etc.).
Track record managing multiple projects with material technical risk across teams and processes.
Exposure to multiple technology stacks: Cloud Dev, Platforms, Web Dev, Frameworks, service-oriented architecture.

Nice To Haves

Experience with build systems that emit multiple targets from one component source (server bundles vs. code-split browser bundles).
Familiarity operating services in Kubernetes and building/maintaining observability tooling (Grafana, Prometheus) for production systems.
Experience managing teams that build framework-level abstractions (component base classes, context/DI systems, event contracts) consumed by many other engineering teams.

Responsibilities

Lead a team of full-stack software engineers responsible for the AI Experience Framework (AIUX).
Build and support modular, reusable conversational experiences using modern Lit-based web components.
Partner with product/App BU teams, core platform teams, and other UX component teams.
Manage product development activities across the AIUX framework roadmap.
Work with product management, design, support, and other dev teams to create high-quality, AI-first experiences.
Manage daily activities of the development team, including planning and delivery.
Solve difficult and often ambiguous problems spanning AI integration, performance at scale, and multi-team architecture.
Guide architecture decisions across the request path — proxy, version-aware routing, server-rendered component runtime — in partnership with senior ICs.
Set technical direction for framework-level APIs (context propagation, layout composition, state management) consumed by every downstream component team.
Represent AIUX Framework in cross-org architecture and roadmap discussions.
Act as an escalation point for the hardest production issues.
Manage departmental resources, staffing, mentoring, and enhancing and maintaining a best-of-class engineering team.