ServiceNow

Senior Staff, Product Manager- AI Evaluation & Quality

ServiceNow • $190K — $334K *
Santa Clara, CA 95051In-Person
Enterprise Technology
11 - 15 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 12+ years of software product management experience
  • Deep experience in AI/ML product management, especially LLM evaluation and applied ML quality frameworks
  • Proven track record of defining methodology in ambiguous, cross-team problem spaces
  • Strong technical fluency in evaluation pipelines, data platforms, and production telemetry
  • Ability to drive outcomes through influence and technical credibility without formal authority

Responsibilities

  • Define the evaluation methodology across ServiceNow's AI specialist portfolio
  • Transform evaluation into a continuous improvement engine using production telemetry
  • Collaborate with the Center of Excellence model to standardize evaluation practices
  • Drive the creation of reusable, self-serve evaluation tooling for all teams
  • Establish a framework that serves as the quality standard for AI specialist readiness

Benefits

  • Health plans including flexible spending accounts
  • 401(k) Plan with company match
  • Employee Stock Purchase Plan (ESPP)
  • Flexible time off and family leave programs
Full Job Description
Job Description

About the team

This role sits within APEX (AI Foundations), the team building the platform-level infrastructure behind ServiceNow's enterprise AI strategy. You'll work alongside engineering, data, and applied research partners to make evaluation a durable, compounding advantage.

About the role

Agentic AI is only as trustworthy as the evaluation discipline behind it. ServiceNow is building the evaluation methodology, tooling, and closed-loop production system that will define how good is good enough for AI specialists and multi-agent frameworks across the enterprise - and we're looking for the product leader to help own that discipline. This is a rare chance to build a category-defining evaluation platform from the ground up, at a company where the outcome shapes how every business unit ships AI, not just one team's roadmap.

Why this role matters

Evaluation is the foundational differentiator for enterprise agentic AI. As frontier models commoditize, defensible advantage shifts to the orchestration and quality layer - how reliably an AI specialist performs in a customer's production environment. This role sits at exactly that inflection point:
  • You set direction in undefined space - there is no existing playbook to inherit, and the discipline you build becomes the standard others build on.
  • Your impact is horizontal and enterprise-wide by design, driven through influence, tooling, and a Center of Excellence rather than headcount.
  • You'll be the definitive point of reference for AI specialist quality across the portfolio - deep technical and methodological ownership without the dilution of people management.
  • Success is visible and concrete: your framework adopted across business units, a closed-loop system demonstrably improving specialists release-over-release, and tooling used self-serve by teams you never directly staffed.

The impact you'll make
  • Evaluation strategy and framework: Define the end-to-end evaluation methodology across ServiceNow's AI specialist portfolio - golden datasets, LLM-as-judge calibration, failure taxonomy, and a multi-layer metric model spanning agent behavior, user experience, and business impact.
  • Closed-loop evaluation platform: Move evaluation from a one-time release gate to a continuous improvement engine, where production telemetry feeds failure analysis, targeted evaluation expansion, and redeployment - making live signal, not synthetic testing, the primary driver of quality.
  • Cross-functional influence at scale: Partner with a federated Center of Excellence model - central methodology and tooling, embedded practice in each business unit - acting as the internal consulting function that helps teams stand up evaluation without rebuilding infrastructure from scratch.
  • Platform and tooling: Drive evaluation from bespoke effort to reusable, self-serve platform capability - evaluation infrastructure, data tooling, and calibration systems that make closed-loop evaluation available to every team building AI specialists.

What Success Looks Like
  • Your evaluation framework is adopted across multiple business units.
  • The closed-loop platform demonstrably drives specialist improvement release-over-release, sourced from real production signal.
  • Evaluation tooling is used self-serve by teams the Center of Excellence never directly staffed.
  • Your quality bar becomes the internally recognized authoritative standard for AI specialist readiness.


Qualifications
  • 12+ years of software product management experience
  • Deep experience in AI/ML product management, ideally with hands-on exposure to LLM evaluation, agentic systems, or applied ML quality frameworks.
  • A track record of defining methodology or standards in ambiguous, cross-team problem spaces - not just executing an existing roadmap.
  • Strong technical fluency - comfortable in the details of evaluation pipelines, data platforms, and production telemetry, not just the product narrative around them.
  • Proven ability to drive outcomes through influence and technical credibility, without formal authority over the teams you're working with.

For positions in this location, we offer a base pay of $190,900 - $334,100, 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.

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

Job Alert Emails

Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at ServiceNow.

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

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at ServiceNow

More Enterprise Technology Jobs

Find similar Senior Staff, Product Manager- AI Evaluation & Quality jobs:

NationwideSanta Clara, CA