Senior Staff Inbound Product Manager - Conversational AI

ServiceNow is an AI control tower for business reinvention, bringing together AI, data, and workflows to help businesses work smarter and faster. The Senior Staff Inbound Product Manager will own the vision, roadmap, and requirements for conversational AI features, translating customer feedback into product priorities and guiding cross-functional teams. The role also focuses on delivering high-quality AI experiences, defining evaluation and performance requirements, and supporting strategic customers, pilots, go-lives, and escalations.

Responsibilities:

• 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
• 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

Requirements:

• 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, including ServiceNow or similar Virtual Agent, Search, or AI Agent solutions