Senior Staff, Product Manager- AI Evaluation & Quality

About the role

This role sits within APEX (AI Foundations), the team building the platform-level infrastructure behind ServiceNow's enterprise AI strategy. You'll work alongside engineering, data, and applied research partners to make evaluation a durable, compounding advantage.

Responsibilities

• Define the end-to-end evaluation methodology across ServiceNow's AI specialist portfolio — golden datasets, LLM-as-judge calibration, failure taxonomy, and a multi-layer metric model spanning agent behavior, user experience, and business impact.
• Migrate evaluation from a one-time release gate to a continuous improvement engine, where production telemetry feeds failure analysis, targeted evaluation expansion, and redeployment — making live signal, not synthetic testing, the primary driver of quality.
• Partner with a federated Center of Excellence model — central methodology and tooling, embedded practice in each business unit — acting as the internal consulting function that helps teams stand up evaluation without rebuilding infrastructure from scratch.
• Drive evaluation from bespoke effort to reusable, self-serve platform capability — evaluation infrastructure, data tooling, and calibration systems that make closed-loop evaluation available to every team building AI specialists.

Qualifications

• 12+ years of software product management experience
• Deep experience in AI/ML product management, ideally with hands-on exposure to LLM evaluation, agentic systems, or applied ML quality frameworks
• A track record of defining methodology or standards in ambiguous, cross-team problem spaces — not just executing an existing roadmap
• Strong technical fluency — comfortable in the details of evaluation pipelines, data platforms, and production telemetry, not just the product narrative around them
• Proven ability to drive outcomes through influence and technical credibility, without formal authority over the teams you're working with

Pay

Base pay range: $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits.

Schedule

Not specified.