It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

What you get to do in this role:

Own product strategy for AI Value tooling, a suite of agents that turns customer telemetry into conversation-ready value insights for sellers and customer success teams — currently reaching ~11,000 sales and customer success users
Drive prompt engineering, code reviews and AI product development across Value Melody's analysis modes (value realization, benchmarking, license intelligence, business outcome mapping, and exec-facing narrative generation), balancing model quality, cost per run, and user trust
Set and communicate product priorities across a cross-functional pod (data science, engineering, documentation/service desk) and build consensus without formal authority over every function involved
Own outcomes end-to-end, regardless of role or org boundaries — from roadmap definition through launch readiness and post-launch iteration
Translate ambiguous or fast-moving stakeholder input (field feedback, executive asks, governance requirements) into clear product requirements and a prioritized roadmap
Integrate usability testing, field/citizen-developer feedback, and competitive/market signal into product decisions to improve adoption and satisfaction
Communicate complex AI/product tradeoffs in plain language to audiences ranging from engineers to sales leadership to the executive sponsor
Develop multi-mode communications (briefings, demo guides, exec summaries) tailored to distinct audiences — field sellers, technical teams, and leadership
Represent the product in cross-org forums, building influence with peer product teams and adjacent programs (e.g., the broader value engine ecosystem) without direct reporting lines into them
Function as team lead and informal mentor to more junior product owners

To be successful in this role you have:

8+ years of software product management experience, including direct ownership of an AI/ML or LLM-powered product in production
Flexibility and curiosity - ability and willingness to learn new architecture stacks, and see how AI tooling needs to adjust to take advantage of new capabilities - while weighing tradeoffs
Scientific mindset - changing tech landscape, there is no roadmap for best practices in AI development you get to write it - learn, unlearn and re-learn constantly
Hands-on experience with prompt engineering and iterating on AI agent behavior based on real usage data, not just theoretical design
Strong prioritization discipline — ability to sequence a roadmap under real resourcing constraints and defend tradeoffs to leadership
Experience defining product requirements from ambiguous, cross-functional input and converting them into a shippable roadmap
Deep curiosity about customer/seller needs, with a track record of using usage and outcome data (not just survey feedback) to drive product decisions
Comfort operating in a fast-moving, still-maturing product area, including translating technical AI constraints (cost, latency, model behavior) into business-facing decisions
Ability to lead without authority — influencing engineering, data science, and documentation partners toward a shared roadmap
Experience communicating to executive stakeholders, including building narrative and materials for non-technical leadership audiences

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [email protected] 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.

Senior Staff Inbound Product Manager, Value AI Products

Job description

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