Senior Manager, Product Management, Enterprise AI Search

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

About the Role: 

ServiceNow is seeking a Senior Manager of Product Management for Search AI to lead the development of advanced search and conversational AI capabilities that enhance user experience and support the company's growth ambitions. This role involves guiding cross-functional teams, defining product strategy, and driving adoption of AI-powered search technologies. This manager will also lead a small team and integrate user insights to ensure customer-centric solutions.

As part of our Digital Transformation group, we deliver an intelligent, secure, scalable, performant, and accessible Platform, which serves as the foundation of ServiceNow’s products and customer experiences. This is possible through world-class integrations, data management, automation, artificial intelligence, and end-user experiences across all channels.   

This role is on our PlatformX, team within the Digital Transformation group. It is our newest team, is shaping the long-term future of our intelligent platform  

This high-leverage, business-critical role is an opportunity to shape how search is employed to power richer, more intuitive conversational experiences. As the line between search and conversation blurs, you'll guide the development of our foundational search capabilities to create conversational experiences that are personalized, relevant, and grounded in trusted information.  

What you get to do in this role:     

• Drive product strategy for search, retrieval augmented generation (RAG), and question-answering capabilities that sets us up for success as we look to grow to $30B+ in revenue.  

• Drive development and secure buy-in for a product direction that identifies, defines, and supports the overall product narrative and direction. Assume ownership of outcomes. 

• Facilitate cross-functional teams that comprise ML research, engineering, user experience research, and design partners to bring high-quality products to life.  

• Drive crisp clarity within Engineering teams about outcomes, requirements, scope, and timelines. 

• Integrate user research, customer pilots, and market analysis into product requirements to enhance user and customer satisfaction.  

• Translate complex problems into clear and compelling requirements.  

• Forge partnerships with other product teams to drive adoption of search and GenAI capabilities.  

• Establish and refine metrics and framework for measuring the quality and value of search and GenAI.

• Stay informed of search's broad product strategy and priorities to ensure the platform team always anticipates and meets customer goals.

• Lead a team of 2-4 Product Managers. 

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. 
• 10+ years experience managing multiple teams or a larger team, preferably managing junior leaders. 
• 8+ years of software product management experience, ideally building Search / RAG products. 
• Proven ability to deliver high quality features at speed. 
• Strong prioritization skills and the discipline to focus on high-impact activities.  
• Experience capturing and defining product requirements and transforming them into a roadmap.  
• Ability to work cross functionally, with Engineering, UX and Design teams. 
• Deep customer empathy and a track record delivering customer-centric solutions.  
• Expertise in synthesizing qualitative and quantitative data to validate hypotheses, measure success, and inform product direction.  
• Experience navigating ambiguity, identifying underlying problems, and clearly articulating tradeoffs around potential solutions.  

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For positions in this location, we offer a base pay of $168,900 - $295,600, plu