Senior Staff Inbound Product Manager - AI Search

About the role

ServiceNow is the AI control tower for business reinvention, bringing together any AI, any data, and any workflow to help 85% of the Fortune 500 work smarter, faster, and better. The company is building an AI‑native culture where technology and talent are unstoppable together.

The Intelligent Services team, within ServiceNow’s AI Innovation org, builds the connective tissue that powers enterprise search, agentic AI, and intelligent workflows across the Now Platform. Its mission is to advance search and conversational AI capabilities that understand context, anticipate user needs, unlock agentic opportunities, drive measurable value, and enable real‑time performance and CSAT insights. This layer forms the foundation for Now Assist and agentic AI, giving ServiceNow a unique advantage in delivering AI that truly knows your business.

Responsibilities

• Set the vision for Enterprise Search & AI – define and drive product strategy for search, retrieval‑augmented generation (RAG), and question‑answering capabilities that will power ServiceNow’s next wave of growth and innovation as the company scales to $30B+ in revenue.
• Own outcomes, not just outputs – shape the product narrative, secure executive buy‑in, and ensure every initiative delivers measurable business and customer impact.
• Lead with technical depth and clarity – guide engineering, ML research, UX research, and design partners with crisp, actionable requirements that enable fast, high‑quality delivery of advanced search capabilities.
• Champion user‑driven innovation – leverage customer pilots, user research, and market insights to create experiences that feel intuitive, contextual, and indispensable.
• Drive adoption across the platform – partner with other product teams to embed search and GenAI capabilities throughout the ecosystem, expanding their impact and value.
• Measure what matters – define and refine metrics that capture real‑world performance, relevance, and business value of search and AI features.
• Develop future leaders – manage and mentor a team of 4+ Product Managers, fostering a culture of innovation, accountability, and technical excellence.

Qualifications

• Proven leadership: 10+ years building and leading high‑performing product teams, including mentoring junior leaders and fostering cross‑functional collaboration.
• Enterprise Search expertise: 8+ years in software product management with hands‑on experience building search or RAG (Retrieval‑Augmented Generation) products that drive measurable impact.
• AI/ML fluency: Strong understanding of AI/ML frameworks and modern search technologies (e.g., Moveworks, Glean, Elasticsearch, Coveo), with the ability to evaluate, integrate, and innovate on emerging capabilities like context awareness, data indexing, and relevance ranking.
• Execution excellence: Track record of delivering high‑quality, scalable features at speed while maintaining a laser focus on outcomes that matter.
• Customer obsession: Deep empathy for users and the ability to translate complex needs into elegant, customer‑centric solutions.
• Data‑driven mindset: Expertise in leveraging qualitative and quantitative insights to validate hypotheses, guide strategy, and measure success.
• Strategic problem‑solving: Comfort navigating ambiguity, uncovering root problems, and clearly communicating trade‑offs to drive decisions.