Senior Staff Inbound Product Manager

ServiceNow•West Palm Beach, FL

10h•Hybrid

About The Position

ServiceNow is seeking a Senior Staff Inbound Product Manager to own the roadmap, vision, and requirements for conversational AI features. This role involves translating customer feedback into product improvements, guiding product strategy for significant revenue growth, and communicating product priorities to build consensus. The successful candidate will take on leadership responsibilities, working across multiple teams to bring high-quality products to life. This includes integrating usability studies, research, and market intelligence into product requirements, and communicating complex problems into easily understood requirements and solutions. The role also involves developing multi-mode communications, promoting efforts across different teams, and creating clear PRDs, epics, stories, acceptance criteria, and success metrics.

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 ServiceNow or other is, Virtual Agent, Search or AI Agents products.

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