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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 focuses on building the connective tissue that powers enterprise search, agentic AI, and intelligent workflows across the Now Platform.
You will set the vision and strategy for Enterprise Search & AI, defining product direction for search, retrieval-augmented generation (RAG), and question-answering capabilities that power ServiceNow's growth toward $30B+ in revenue. You'll own outcomes—not just outputs—by shaping the product narrative, securing executive buy-in, and ensuring every initiative delivers measurable business and customer impact.
Key responsibilities include:
- Define and drive product strategy for search, RAG, and question-answering capabilities
- Guide engineering, ML research, UX research, and design partners with crisp, actionable requirements
- Leverage customer pilots, user research, and market insights to create intuitive, contextual experiences
- Partner with other product teams to embed search and GenAI capabilities across the platform
- Define and refine metrics that capture real-world performance, relevance, and business value
- Manage and mentor a team of 4+ Product Managers, fostering innovation and accountability
The role bridges the blurring line between search and conversation, requiring you to champion user-driven innovation and drive adoption across the platform. You'll work with a team focused on advancing search and conversational AI capabilities that understand context and anticipate user needs.
REQUIREMENTS:
- 10+ years 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
