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ServiceNow is seeking a Staff Product Manager to own the hill climbing product and customer instance program for AI Specialists. Hill climbing is the methodology of testing AI systems against real customer environments, identifying failures, fixing them, and iterating—a process that has proven effective for improving AI Specialists but currently requires expert support to run.
In this role, you will:
- Own the hill climbing product roadmap and drive its adoption across priority AI Specialist teams and beyond
- Manage the customer instance program in partnership with business units and product teams, expanding access to real customer environments so every specialist is tested in production-like conditions
- Reduce iteration cycle time from weeks to days—moving from shipped changes to clear, actionable quality verdicts rapidly
- Work with specialist product teams to convert evaluation findings into prioritized fixes, staying engaged until those fixes ship
- Transform hill climbing from an expert-run process into a self-service method that product teams can execute independently, complete with tools, guides, and sensible defaults
- Align product, engineering, and business teams behind a unified plan and maintain momentum
This is a high-impact role at the intersection of AI product development and operational excellence. You'll be responsible for scaling a critical quality-improvement methodology across the organization while building the tooling and processes that enable teams to operate independently.
REQUIREMENTS:
- 9+ years of work experience, including product management on AI or ML products in production
- Demonstrated experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving (e.g., using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact)
- Proven track record of owning a product roadmap and scaling a product from one team to many
- Experience running fast improvement loops on ML or LLM systems, from experiments and error analysis through to prioritized fixes that shipped
- Success taking a process that required expert support and transforming it into a tool or method other teams can use independently
- Ability to align product, engineering, and business teams behind one plan and maintain execution
- Experience with agentic AI, enterprise workflow software, or the ServiceNow platform (preferred)
