Senior Staff Inbound Product Manager - Conversational AI

ServiceNow•San Diego, CA

2d•Hybrid

About The Position

This role is for a Senior Staff Inbound Product Manager focused on Conversational AI at ServiceNow. The company, ServiceNow, is described as an AI control tower for business reinvention, helping businesses work smarter, faster, and better through its AI platform. They are building an AI-native culture and aim to put AI to work for people. The product manager will own the roadmap, vision, and requirements for conversational AI features, translating customer feedback into product improvements and strategic priorities. The role involves guiding product strategy for growth, communicating priorities, building consensus, and leading projects through development. Key responsibilities include integrating user research and market intelligence, communicating complex problems, developing multi-mode communications, promoting efforts across teams, and creating product documentation like PRDs, epics, and stories. The role also involves steering specific AI features such as disambiguation, AI processing messages, document and multimodal experiences, slot filling, feedback intelligence, and fallback/error experiences. Identifying and prioritizing feature gaps, partnering with engineering and design, defining testing and quality requirements, supporting strategic customers, and coordinating dependencies are also key aspects of the role.

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-derived insights, or exploring AI's potential impact on the function or industry.
12+ years of software or enterprise product management experience
Strong prioritization skills and the discipline to focus on high impact activities
Experience defining and capturing product requirements and transforming them into a product roadmap
Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions
Strong understanding of conversational AI, generative AI, agentic systems, or related technologies.
Experience being an enterprise customer or supporting enterprise customers through pilots, UAT, go-live, stabilization, or critical escalations.
Experience designing evaluation datasets, conducting comparative AI evaluations, and interpreting model-quality results.
Understanding of retrieval, knowledge bases, citations, prompt engineering, context engineering, and conversational orchestration.
Familiarity with design and collaboration tools such as Figma and Miro, and product-planning systems
Experience with enterprise AI products, including ServiceNow or similar Virtual Agent, Search, or AI Agent solutions.

Responsibilities

Own the roadmap, vision and requirements for conversational AI features.
Turn customer feedback into product improvements and roadmap priorities.
Guide product strategy that sets us up for success as we look to grow to $10B+ in revenue
Communicate product priorities and build consensus
Assume leadership responsibilities as an accountable owner who is committed to the outcome regardless of the role or organizational boundaries
Work with multiple teams to guide projects through development and bring high-quality products to life
Integrate usability studies, research and market intelligence into product requirements to enhance user satisfaction
Communicate complex problems into easily understood requirements and provide solutions
Develop multi-mode communications that convey a clear understanding of the needs of different audiences
Guide the promoting of efforts across different groups of team members, along with the ability to influence inside and outside of your team
Create clear PRDs, epics, stories, acceptance criteria, and success metrics.
Steer AI features including: Disambiguation and clarification, AI Processing and progress messages, Document and multimodal experiences, Slot filling and information collection, Feedback intelligence, Fallback and error experiences.
Identify and prioritize feature gaps across AI orchestrators.
Partner with engineering and design to deliver effective end-to-end customer experience.
Define testing, telemetry, quality, and performance requirements.
Support strategic customers, pilots, go-lives, and product escalations.
Coordinate dependencies and guidance across multiple teams