Staff Inbound Product Manager, AI Specialists and Voice AI

ServiceNow•Santa Clara, CA

3d•$166,500 - $291,400•Hybrid

About The Position

Zero Touch Support exists to make working with your IT department easy and pain-free. This role involves owning a piece of the AI product portfolio, defining its purpose, target audience, and success metrics. The focus is on the aspects surrounding the AI model, considering the variability of customer environments (knowledge quality, catalog, naming conventions, agent autonomy). The role treats evaluation as a product surface, running production-ready code against real customer data before shipping and using eval results as launch criteria. ServiceNow emphasizes rapid development and an AI-first approach to enterprise-grade software. The role requires working in a forward-deployed manner, embedded with customers to build and tune against their real data and edge cases, then generalizing learnings for broader application. Product managers are expected to lead the AI product team and drive the shift towards AI-native processes, using AI tools for prototyping, drafting, and analysis.

Requirements

Have owned an AI-Native product end to end and been the person accountable for its quality bar. For most people this means eight or more years in product management, but we care about the ownership, not the years.
Have shipped something built on LLMs to paying customers, and understand what enterprise-grade means for AI: the quality bar, the guardrails, the telemetry, and the work of earning a customer’s trust before they hand an agent real work.
Can do your own analysis. You should be comfortable pulling your own data and understanding how a metric was built before you rely on it.
Stay curious, and can find the signal in the noise.
Document your position clearly and justify your approach. Decisions here get made through research and documentation.
Are willing to own the outcome when the org chart is ambiguous about who should, which happens often.

Nice To Haves

Agent evaluation: eval set design, LLM-as-judge, closing the gap between offline results and production behavior.
Forward-deployed, applied AI, or embedded delivery experience. You have built something inside a customer’s environment and then had to make it work for everyone else.
IT service management, service desk operations, or enterprise support.
Voice agents, or conversational products where latency and turn-taking matter.
Experience taking a product from zero to one, where the users, the quality bar, and the economics all had to be worked out at once.
AI-native working habits. AI assistants and productivity tools are already part of how you work. You use them to prototype, draft, and analyze, and you have automated enough of your own day-to-day that you spend your time on the judgment calls instead of the mechanics. Bonus if you have changed how a team around you works because of it.

Responsibilities

Own an AI-Native product end to end, from the customer problem through launch criteria to how it performs in production.
Deploy forward. Embed with some of the largest IT organizations in the world on problems they have not solved, build in their environment against their real data, then get into the guts of the AI Agent execution logs to understand what is actually happening.
Define what “good” means for an autonomous agent, alongside engineering and our AI Quality CoE, then hold the line on it. That includes the hard conversations about what we can defensibly promise a customer and how much value we are actually delivering them.
Own your outcome metrics and make sure the instrumentation exists to know whether what you shipped moved them.
Run design partnerships with enterprises betting real service desks on this, and get what you learn back into the roadmap fast.
Write the strategy, the specs, and the analysis yourself.
Work AI-native. Use AI tools to prototype, draft, and communicate. Build a working prototype instead of describing one, and set the bar for how the team around you works.
Coach other product managers. This is a senior role on a small team, so how you raise the people around you counts as much as what you ship.