Senior Staff Inbound Product Manager - Enterprise Search at ServiceNow in Addison, Texas, United States

Job description

• The Intelligent Services team is at the forefront of redefining how enterprises harness AI to deliver meaningful outcomes. Positioned within ServiceNow’s AI Innovation org, we build the connective tissue that powers enterprise search, agentic AI, and Intelligent workflows across the Now Platform. Our mission is to advance search and conversational AI capabilities that not only understand context but also anticipate user needs—unlocking new agentic opportunities, driving measurable value, and enabling real-time performance and CSAT insights.
• Together, the Intelligent Services layer forms the foundation for Now Assist and agentic AI, giving ServiceNow a unique advantage in delivering AI that truly knows your business.
• Intelligent Services is seeking a Senior Manager of Product Management for Search AI to lead the development of advanced enterprise search and conversational AI capabilities that enhance user experience and support the company's growth ambitions. This highly impactful, business-critical role is an opportunity to shape how search is employed to power richer, more intuitive conversational experiences. As the line between search and conversation blurs, you'll guide the development of our foundational search capabilities to create conversational experiences that are personalized, relevant, and grounded in trusted information. This manager will also lead a small team and integrate user insights to ensure customer-centric solutions.

Responsibilities

• Set the vision for Enterprise Search & AI – Define and drive the product strategy for search, retrieval-augmented generation (RAG), and question-answering capabilities that will power ServiceNow’s next wave of growth and innovation as we scale to $30B+ in revenue.
• Own outcomes, not just outputs – Shape the product narrative, secure executive buy-in, and ensure every initiative delivers measurable business and customer impact.
• Lead with technical depth and clarity – Guide engineering, ML research, UX research, and design partners with crisp, actionable requirements that enable fast, high-quality delivery of advanced search capabilities.
• Champion user-driven innovation – Leverage customer pilots, user research, and market insights to create experiences that feel intuitive, contextual, and indispensable.
• Drive adoption across the platform – Partner with other product teams to embed search and GenAI capabilities throughout the ecosystem, expanding their impact and value.
• Measure what matters – Define and refine metrics that capture the real-world performance, relevance, and business value of search and AI features.
• Develop future leaders – Manage and mentor a team of 4+ Product Managers, fostering a culture of innovation, accountability, and technical excellence.

Requirements

• We’re seeking a technical product leader with deep expertise in enterprise search and a passion for driving AI-powered innovation.
• Proven leadership: 10+ years building and leading high-performing product teams, including mentoring junior leaders and fostering cross-functional collaboration.
• Enterprise Search expertise: 8+ years in software product management with hands-on experience building search or RAG (Retrieval-Augmented Generation) products that drive measurable impact.
• AI/ML fluency: Strong understanding of AI/ML frameworks and modern search technologies (e.g., Moveworks, Glean, Elasticsearch, Coveo), with the ability to evaluate, integrate, and innovate on emerging capabilities like context awareness, data indexing, and relevance ranking.
• Execution excellence: A track record of delivering high-quality, scalable features at speed while maintaining a laser focus on outcomes that matter.
• Customer obsession: Deep empathy for users and the ability to translate complex needs into elegant, customer-centric solutions.
• Data-driven mindset: Expertise in leveraging qualitative and quantitative insights to validate hypotheses, guide strategy, and measure success.
• Strategic problem-solving: Comfort navigating ambiguity, uncovering root problems, and clearly communicating trade-offs to drive decisions.
• FD21

Skills

Required

• Deep expertise in enterprise search