ServiceNow

Principal Inbound Product Manager

ServiceNow • $221K — $387K *
US-AnywhereRemote in Santa Clara, CA
Consumer Technology
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 15+ years in product management, specifically with AI Agents or AI evaluation frameworks.
  • Strong understanding of AI product performance and quality metrics, beyond just feature delivery.
  • Experience designing structured feedback systems like human-in-the-loop reviews or golden datasets.
  • Proven ability to lead cross-functional projects without direct authority, particularly in Product and Engineering teams.
  • Excellent stakeholder management skills to influence and align teams across the organization.

Responsibilities

  • Design and implement the AI product evaluation ecosystem for automated and manual reviews.
  • Establish a closed-loop feedback process to drive product and model improvements.
  • Coordinate cross-functionally to standardize feedback capture and review across AI support products.
  • Drive requirements and prioritization for enhancing resolution quality for internal and external customers.
  • Develop a structured taxonomy for consistent feedback across AI-enabled features.

Benefits

  • 401(k) Plan with company match
  • Flexible spending accounts for health expenses
  • Employee Stock Purchase Plan (ESPP)
  • Flexible time away plan for work/life balance
  • Family leave programs to support employees during significant life events.
Full Job Description
Job Description

About the Team

Our Connected Customer Experiences organization is scaling a portfolio of AI-powered capabilities designed to help customers resolve issues quickly and effectively, with AI increasingly able to complete resolutions without requiring human involvement. These capabilities are core to how ServiceNow proves that AI can operate reliably at enterprise scale - on our own platform, for our own customers.

About the Role

ServiceNow is looking for a Principal Inbound Product Manager to build the evaluation and feedback backbone that makes our AI-powered support products trustworthy, measurable, and continuously improving. We are investing in building structured mechanism for statistical sampling, human review, or feedback capture that closes the loop back into the product. This role owns enabling that mechanism from the ground up, and applying it consistently across all AI-enabled products in the portfolio.

This is an inbound-facing role: your primary customers are the product teams and Customer Support teams across the organization, and your core deliverable is the evaluation & governance infrastructure, taxonomy, and process that lets every AI feature get measurably better over time.

What You'll Own
  • End-to-end design of the AI product evaluation ecosystem: automated evals, human-in-the-loop review, and a structured feedback taxonomy applied consistently across the organization's AI-enabled support capabilities.
  • A closed-loop process that converts feedback and review findings into concrete product and model improvements.
  • Cross-functional coordination across Product, AI/ML Engineering, Data & Telemetry, and AI Operations to unify how feedback is captured, reviewed, and actioned.
  • The requirements and prioritization inputs that drive continuous improvement in resolution quality and effectiveness, benefiting both internal support teams and external customers.

Why This Role Matters
  • Own the foundational trust layer for ServiceNow's AI-powered support products at a moment when the company is scaling AI features faster than it can currently validate them.
  • Shape how ServiceNow itself, not just our customers - operationalizes responsible, data-driven AI product development, with direct executive visibility.
  • Sit at the intersection of product, data science, and operations, with the mandate to build something that doesn't exist today rather than optimize an existing process.
  • High-leverage, cross-functional scope: your work becomes the shared standard every AI feature across the org and measured against.

What Success Looks Like
  • A structured evaluation ecosystem (automated evals, human review cadence, feedback taxonomy) live and adopted across all major AI-enabled support products.
  • A functioning closed-loop process, with measurable improvement in resolution quality tied to feedback findings.
  • Demonstrated progress toward company-wide goals for AI-driven issue resolution, with feedback insights as a contributing driver.
  • AI product and engineering teams actively using the evaluation framework as part of their standard development cycle, not as an afterthought.


Qualifications

To be successful in this role you have:
  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
  • 15+ years of product management , with recent hands-on experience building AI Agents, AI evaluation, feedback, or quality frameworks for AI/ML-powered products.
  • Strong AI product sense, able to reason about measuring AI application performance, failure modes, and quality tradeoffs, not just feature delivery.
  • Experience designing structured feedback or evaluation systems: golden datasets, statistical sampling, human-in-the-loop review, or similar.
  • Data-driven decision-making, comfortable defining metrics, interpreting telemetry, and using both to prioritize.
  • Proven track record leading cross-functional initiatives without direct authority, across Product, Engineering, Data Science, and Operations.
  • Experience in a customer support, service delivery, or similarly operational environment is a plus.
  • Excellent stakeholder management and communication skills; able to influence senior leaders and align multiple teams around a shared framework.

For positions in this location, we offer a base pay of $221,200 - $387,100, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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