Senior Staff Product Manager, Conversational AI at ServiceNow in Santa Clara, California, United States

Job description

• 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.

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

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

Skills

Required

• AI integration
• Product management
• Strategic thinking
• Cross-functional collaboration
• Technical acumen
• Communication
• Influence
• Self-direction
• Enterprise customer experience
• LLMs
• RAG
• Multi-agent systems

Preferred

• Workflow automation
• BPM
• Enterprise operations software
• ServiceNow platform familiarity

Benefits

• For positions in this location, we offer a base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.