Senior Director, Platform Business Product Management

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

What you get to do in this role:

Be the connective tissue between employee journeys and the platforms that power them.
This role brings Global People’s voice and vision to life through platform capabilities like AI, My ServiceNow, and My Assist while empowering all employee experience products to scale more consistently and intelligently.

The Senior Director, Platform Business Product Management (BPM) serves as Global People’s (GP) end-to-end product leader and strategic counterpart for shared employee experience capabilities including AI-powered interactions, portal (My ServiceNow), search and assistant (My Assist).

In partnership with Success, Technology, Experience, and Platform (STEP) and Digital Technology (DT), this role ensures that these capabilities are optimized for employee value, used consistently across lifecycle journeys, and aligned with the GP’s strategic intent.

Own the Platform BPM Vision for People Experience

• Define and execute a bold, forward-looking product vision for the shared platform capabilities that power internal employee experiences with a focus on AI-powered interactions, portal (My ServiceNow) and enterprise search and digital assistance (My Assist).
• Serve as the end-to-end experience owner for these internal-facing capabilities, partnering with COEs as they define the “what and why”, then owning “how and when” with design, technical product management and engineering teams.
• Ensure every aspect of platform product development reflects ServiceNow’s AI-first approach and commitment to the People Pact.

Act as the Global People Team’s Platform Translator and Integrator

• Co-own the product and experience roadmap in partnership with STEP and DT, aligning GP priorities with technical feasibility and sequencing. Collaborate to ensure the platform is both scalable and continuously improving based on real-world employee needs.
• Translate GP goals and journey-level strategies into actionable platform product requirements and outcomes.
• Partner with vertical Business Product Managers (e.g., Talent Acquisition, Total Rewards, Learning and Development, People Analytics, People Services) to ensure their roadmaps integrate the right platform-powered features emphasizing reuse, scale, and cross-journey consistency.

Scale Platform Capability Adoption Across Global People & ServiceNow Employees

• Coach, enable, and empower vertical GP Business Product Managers to make the most of shared platform capabilities delivering AI and assistant-based experiences that are consistent, intuitive, and high-impact.
• Develop enablement assets in alignment with DT guidance including reusable templates, integration standards, and design patterns to ensure consistent and efficient development across GP Business Product teams.
• Lead shared planning and governance rituals that align product teams around common milestones, maturity goals, and platform best practices.

Steward Data, Trust, and Responsible AI Use

• Influence platform data strategies and AI feature development by representing GP’s use cases, constraints, and values in tight coordination with the technical and data owners in DT and the enterprise AI team.
• Partner with People Analytics and ServiceNow Data & Analytics, and AI teams to ensure all platform features are grounded in trusted, governed, and well-instrumented data.
• Champion responsible AI design principles including transparency, consent, feedback loops, and human-in-the-loop experiences where appropriate.
• Define instrumentation strategies that allow teams to continuously improve personalization, performance, and satisfaction across platform use cases.

Lead Through Influence and Platform Value Realization

• Act as a thought leader and connector across the GP, DT, and STEP organizations  communicating a compelling vision for how shared capabilities can transform the employee experience.
• Champion the GP team’s role as “Customer Zero” showcasing internal excellence in using the Now Platform to serve our own employees.
• Establish and track measurable indi