Technical Principal Product Manager – Conversational AI Experiences

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Title: Technical Principal Product Manager – Conversational AI Experiences

Company Overview:

ServiceNow is a leading cloud platform for transforming the way people work. We are seeking a driven Product Manager to spearhead the development and evolution of our Now Assist Conversational AI Experiences product. Conversational AI Experiences empower our customers to engage with ServiceNow through natural language, facilitating both customer self-service and agent-assisted interactions.

Job Description:

As the Staff Product Manager, you will lead the strategy, development, and execution of product features, ensuring they align with outcome of driving deflection for our customers.

Key Responsibilities:

Roadmap Development: Define and communicate a strategic roadmap for the Now Assist Conversational AI product. Manage the product backlog by prioritizing features, defining user stories, and establishing acceptance criteria that align with user needs and market demands.

Stakeholder Collaboration: Collaborate with cross-functional stakeholders to identify customer pain points, validate product proposals, and drive product adoption and growth.

Partnership with Engineering and Design: Work closely with engineering and design teams to ensure timely and efficient product delivery, proactively resolving any issues or dependencies that arise.

Market Analysis: Analyze market trends, customer feedback, and the competitive landscape to inform product decisions and maintain a competitive edge.

Performance Metrics: Establish and track key performance indicators (KPIs) and success metrics to measure product feature effectiveness, using data-driven insights to iterate and improve offerings.

Qualifications:

To excel in this role, you will need:

A Bachelor’s degree in Computer Science, Business, or a related field; an MBA is preferred.

8 years of experience in product management, particularly with conversational AI interfaces, chatbots, or virtual agents.

A proven track record of successfully launching and managing technology products that resonate with users.

Deep knowledge of conversational AI, natural language processing (NLP), LLMs and user interface design principles.

Exceptional communication, leadership, and interpersonal skills, with a demonstrated ability to influence and motivate teams and stakeholders across the organization.

Strong analytical, problem-solving, and decision-making skills, leveraging data and customer feedback to guide product direction and priorities.

The ability to think strategically while effectively managing day-to-day product execution.

Why Join Us?

At ServiceNow, you’ll be part of a dynamic team that values innovation and collaboration. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development in a fast-paced environment.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in the Bay Area, we offer a base pay of $158,500 – $277,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) .

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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