ServiceNow

Senior Staff Inbound Product Manager

ServiceNow$150K — $180K *
Enterprise Technology
11 - 15 years of experience
Job Overview by Ladders

Qualifications

  • 12+ years in software or enterprise product management
  • Strong prioritization skills to focus on high-impact activities
  • Deep curiosity regarding customer needs with a history of building relationships
  • Strong understanding of conversational AI and related technologies
  • Experience in enterprise customer support through critical phases like UAT and go-lives
  • Familiarity with design tools like Figma and Miro, and product planning systems
  • Experience in designing evaluation datasets and evaluating AI models

Responsibilities

  • Own the roadmap and vision for conversational AI features
  • Turn customer feedback into actionable product improvements
  • Guide product strategy for ambitious revenue growth
  • Communicate product priorities to build team consensus
  • Assume leadership responsibilities as an accountable owner
  • Integrate usability studies and market intelligence into product requirements
  • Develop clear product documentation including PRDs and acceptance criteria

Benefits

  • Flexible work policies allowing remote or hybrid work
  • Collaborative team environment with cross-functional coordination
  • Opportunities for professional growth in a fast-paced industry
  • Engagement with strategic customers to influence product development
  • Exposure to cutting-edge AI technologies and enterprise solutions
Full Job Description
Job Description

What you get to do in this role:
  • Own the roadmap, vision and requirements for conversational AI features.
  • Turn customer feedback into product improvements and roadmap priorities.
  • Guide product strategy that sets us up for success as we look to grow to $10B+ in revenue
  • Communicate product priorities and build consensus
  • Assume leadership responsibilities as an accountable owner who is committed to the outcome regardless of the role or organizational boundaries
  • Work with multiple teams to guide projects through development and bring high-quality products to life
  • Integrate usability studies, research and market intelligence into product requirements to enhance user satisfaction
  • Communicate complex problems into easily understood requirements and provide solutions
  • Develop multi-mode communications that convey a clear understanding of the needs of different audiences
  • Guide the promoting of efforts across different groups of team members, along with the ability to influence inside and outside of your team
  • Create clear PRDs, epics, stories, acceptance criteria, and success metrics.


Steer AI features including:
  • Disambiguation and clarification
  • AI Processing and progress messages
  • Document and multimodal experiences
  • Slot filling and information collection
  • Feedback intelligence
  • Fallback and error experiences
  • Identify and prioritize feature gaps across AI orchestrators.
  • Partner with engineering and design to deliver effective end-to-end customer experience.
  • Define testing, telemetry, quality, and performance requirements.
  • Support strategic customers, pilots, go-lives, and product escalations.
  • Coordinate dependencies and guidance across multiple teams


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-derived insights, or exploring AI's potential impact on the function or industry.
  • 12+ years of software or enterprise product management experience
  • Strong prioritization skills and the discipline to focus on high impact activities
  • Experience defining and capturing product requirements and transforming them into a product roadmap
  • Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions
  • Strong understanding of conversational AI, generative AI, agentic systems, or related technologies.
  • Experience being an enterprise customer or supporting enterprise customers through pilots, UAT, go-live, stabilization, or critical escalations.
  • Experience designing evaluation datasets, conducting comparative AI evaluations, and interpreting model-quality results.
  • Understanding of retrieval, knowledge bases, citations, prompt engineering, context engineering, and conversational orchestration.
  • Familiarity with design and collaboration tools such as Figma and Miro, and product-planning systems
  • Experience with enterprise AI products ServiceNow or other is, Virtual Agent, Search or AI Agents products.

FD21

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.

Keep Up to Date

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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
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ

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