Senior Staff Product Manager, Conversational AI

ServiceNow•Santa Clara, CA

3d•Hybrid

About The Position

We are seeking an exceptional Senior Staff Product Manager to own and drive the strategic vision and execution of AI-native conversational experiences across the ServiceNow platform. In this role, you will take full ownership of product direction, navigate complex cross-functional challenges, and establish yourself as the trusted expert—internally and externally—for conversational AI strategy. This is an ownership role for a self-directed leader who thrives in ambiguity, drives alignment across silos, and earns credibility as a thought leader.

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-driven insights, or exploring AI's potential impact on the function or industry.
12+ years of software product management experience
Proven ability to own and drive product visions from conception to market success
Demonstrated expertise building and scaling conversational AI, agentic, or LLM-powered products at enterprise scale
Strong track record navigating complex cross-functional challenges and aligning multiple teams
Established as a recognized expert/thought leader in conversational AI or adjacent AI domains
Deep technical acumen; comfort engaging deeply with AI/ML engineers on architecture and feasibility
Strategic thinking ability; skill at connecting dots across domains and anticipating market evolution
Experience selling to and supporting enterprise customers through buying, deployment, and adoption
Exceptional communication and influence skills; ability to inspire teams and convince stakeholders without direct authority
Self-directed and entrepreneurial; comfortable taking initiative in ambiguous situations
Deep knowledge of current AI landscape—LLMs, RAG, multi-agent systems, agentic AI

Nice To Haves

Experience at AI-native companies or during transformational AI moments
Background in workflow automation, BPM, or enterprise operations software
Familiarity with ServiceNow platform, customers, or enterprise software ecosystem

Responsibilities

Own the end-to-end product vision, strategy, and roadmap for AI-native conversational experiences—from conception through market success
Take initiative to identify strategic opportunities, define product direction, and make bold decisions with conviction
Drive execution across complex multi-team challenges (AI/ML, Engineering, Design, Data, GTM, Customer Success, Security)
Navigate ambiguous, high-impact product decisions requiring cross-functional alignment and creative trade-offs
Establish yourself as the recognized expert on conversational AI strategy—internally with leadership and partners, externally with customers.
Represent product strategy to executive leadership, and key accounts with clarity and confidence
Maintain deep knowledge of the AI market—emerging models, techniques, competitive moves, and industry trends
Identify strategic inflection points and market opportunities before they become obvious
Understand enterprise customer workflows deeply; connect their pain points to conversational AI solutions
Turn customer feedback into strategic insights and roadmap priorities
Define multi-year strategy aligned with platform vision while remaining agile to market signals
Communicate complex problems into clear requirements; inspire teams around shared vision
Influence without direct authority; build alignment through leadership credibility and demonstrated progress
Partner with Design, Research and Engineering teams to deliver effective end-to-end conversational customer experiences
Define success metrics, telemetry requirements, and drive continuous optimization
Connect AI innovation to workflow automation, governance, and enterprise operations
Synthesize insights across AI research, market trends, and customer needs
Anticipate where the market is heading; position ServiceNow to lead