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ServiceNow is seeking a Senior Staff Inbound Product Manager to own the roadmap, vision, and requirements for conversational AI features. This is a strategic, high-impact role where you will drive product strategy to support ServiceNow's growth toward $10B+ in revenue, working across multiple teams to deliver world-class AI-powered experiences.
In this role, you will:
- Own the end-to-end roadmap and vision for conversational AI capabilities, including disambiguation, clarification, AI processing, document and multimodal experiences, slot filling, feedback intelligence, and fallback/error handling.
- Transform customer feedback into product improvements and roadmap priorities, with deep engagement on pilots, UAT, go-lives, and critical escalations.
- Define product strategy and communicate priorities across organizational boundaries, building consensus among engineering, design, and cross-functional teams.
- Create comprehensive PRDs, epics, stories, acceptance criteria, and success metrics.
- Integrate usability studies, research, and market intelligence into product requirements to enhance user satisfaction.
- Define testing, telemetry, quality, and performance requirements for AI features.
- Design evaluation datasets, conduct comparative AI evaluations, and interpret model-quality results.
- Coordinate dependencies and guide projects through development to deliver high-quality products.
- Support strategic customers and product escalations, ensuring enterprise success.
You will work with engineering and design partners to deliver effective end-to-end customer experiences, while identifying and prioritizing feature gaps across AI orchestrators.
REQUIREMENTS:
- 12+ years of software or enterprise product management experience
- Strong experience with conversational AI, generative AI, agentic systems, or related technologies
- Deep understanding of retrieval, knowledge bases, citations, prompt engineering, context engineering, and conversational orchestration
- Experience designing evaluation datasets, conducting comparative AI evaluations, and interpreting model-quality results
- Track record of leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving
- Experience as an enterprise customer or supporting enterprise customers through pilots, UAT, go-live, stabilization, or critical escalations
- Experience with enterprise AI products, including ServiceNow or similar Virtual Agent, Search, or AI Agent solutions
- Strong prioritization skills and discipline to focus on high-impact activities
- Proven ability to define and capture product requirements and transform them into a product roadmap
- Deep curiosity about customer needs and track record in building customer relationships and delivering customer-centric solutions
- Familiarity with design and collaboration tools such as Figma and Miro, and product-planning systems
