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ServiceNow's Intelligent Services team is seeking a Senior Manager of Product Management to lead the development of advanced enterprise search and conversational AI capabilities. This role sits within ServiceNow's AI Innovation org and is responsible for building foundational search and agentic AI capabilities that power the Now Platform.
In this position, you will set the vision and strategy for enterprise search, retrieval-augmented generation (RAG), and question-answering capabilities designed to support ServiceNow's growth to $30B+ in revenue. You'll own outcomes across the entire product lifecycle—from defining strategy and securing executive alignment to ensuring measurable business and customer impact.
Key responsibilities include:
- Defining and driving product strategy for search, RAG, and conversational AI capabilities
- Leading cross-functional teams (engineering, ML research, UX research, design) with clear, actionable requirements
- Leveraging customer pilots, user research, and market insights to create intuitive, contextual experiences
- Partnering with other product teams to embed search and GenAI capabilities across the platform ecosystem
- Defining metrics that capture real-world performance, relevance, and business value
- Managing and mentoring a team of 4+ Product Managers, fostering innovation and technical excellence
The role requires deep technical understanding of modern search technologies and the ability to navigate ambiguity while maintaining a laser focus on customer-centric outcomes.
REQUIREMENTS:
- 10+ years of proven leadership building and leading high-performing product teams, including mentoring junior leaders and fostering cross-functional collaboration
- 8+ years in software product management with hands-on experience building search or RAG products that drive measurable impact
- Strong understanding of AI/ML frameworks and modern search technologies (e.g., Moveworks, Glean, Elasticsearch, Coveo)
- Ability to evaluate, integrate, and innovate on emerging capabilities like context awareness, data indexing, and relevance ranking
- Track record of delivering high-quality, scalable features at speed while maintaining focus on outcomes
- Deep empathy for users and ability to translate complex needs into elegant, customer-centric solutions
- Expertise in leveraging qualitative and quantitative insights to validate hypotheses, guide strategy, and measure success
- Comfort navigating ambiguity, uncovering root problems, and clearly communicating trade-offs
