Senior Staff Inbound Product Manager - AI Search

ServiceNow is an AI platform company helping businesses connect AI, data, and workflows to improve how they work. The Senior Staff Inbound Product Manager will lead enterprise search and conversational AI product strategy, guide cross-functional technical teams, drive adoption and measurable outcomes, and manage a team of Product Managers.

Responsibilities:

• Set the vision for Enterprise Search & AI – Define and drive the product strategy for search, retrieval-augmented generation (RAG), and question-answering capabilities that will power ServiceNow’s next wave of growth and innovation as we scale 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 the 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

Requirements:

• 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: A 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