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ServiceNow is seeking a Senior Staff Inbound Product Manager for Conversational AI to own the roadmap, vision, and requirements for conversational AI features within the ServiceNow AI platform. This is a high-impact individual contributor role with company-wide technical scope, responsible for steering AI features including disambiguation and clarification, AI processing and progress messages, document and multimodal experiences, slot filling, feedback intelligence, and fallback/error experiences.
Key responsibilities include:
- Owning the conversational AI product roadmap and vision, with accountability for outcomes across organizational boundaries
- Translating customer feedback into product improvements and roadmap priorities that support ServiceNow's growth toward $10B+ revenue
- Defining and capturing product requirements, transforming them into actionable roadmaps, PRDs, epics, stories, acceptance criteria, and success metrics
- Integrating usability studies, research, and market intelligence into product requirements to enhance user satisfaction
- Partnering with engineering and design to deliver effective end-to-end customer experiences
- Defining testing, telemetry, quality, and performance requirements for AI features
- Supporting strategic customers through pilots, UAT, go-lives, and critical escalations
- Coordinating dependencies and guidance across multiple teams
- Communicating complex problems into easily understood requirements and solutions
- Building consensus on product priorities and influencing stakeholders inside and outside your team
Requirements:
- 12+ years of software or enterprise product management experience
- Strong experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (AI-powered tools, workflow automation, AI-derived insights analysis, or exploring AI's potential impact)
- Deep understanding of conversational AI, generative AI, agentic systems, or related technologies
- Experience with enterprise AI products, including ServiceNow or similar Virtual Agent, Search, or AI Agent solutions
- Experience being an enterprise customer or supporting enterprise customers through pilots, UAT, go-live, stabilization, or critical escalations
- Experience designing evaluation datasets, conducting comparative AI evaluations, and interpreting model-quality results
- Understanding of retrieval, knowledge bases, citations, prompt engineering, context engineering, and conversational orchestration
- Strong prioritization skills and discipline to focus on high-impact activities
- Deep curiosity about customer needs with a track record of building customer relationships and delivering customer-centric solutions
- Familiarity with design and collaboration tools such as Figma and Miro, and product-planning systems
- Ability to communicate product priorities and build consensus across teams
