Principal Inbound Product Manager - Gen AI Platform and AI Agents

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

The PlatformX team, our newest team, is shaping the long-term future of our intelligent platform. 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.  

As a Principal Inbound PM - Gen AI Platform and AI Agents you will be part of the product team focused on creating solutions that provide ServiceNow with a competitive advantage in platform and AI technologies. The Principal Inbound PM - Gen AI Platform and AI Agents role will be at the forefront of the exciting new AI Space of AI Agents. The ideal candidate will be a seasoned, highly skilled, motivates and have experience in a technical product capacity or as traditional product with a background in building products with a keen interest in AI and Innovation. This is an exciting and innovative opportunity for the right candidate. Expertise with AI Products, ServiceNow platform and the ability to translate complex requirements into functional solutions will be critical in driving successful outcomes. 

What you get to do in this role:

• Strategic Planning: Guide roadmap development and feature prioritization for the AI Agent Platform, aligning with business and user needs.
• Innovation & Insight: Stay current with emerging trends in AI and platform technologies. Offer thoughtful, research-based recommendations to product leadership.
• Solution Development: Rapidly design and prototype technical solutions using a range of AI frameworks.
• Collaborative Execution: Partner across diverse, cross-functional teams—including engineering, design, and AI research—to co-develop and launch innovative PoCs (proof of concepts).
• Communicate & Iterate: Clearly present PoC solutions to customers and internal stakeholders. Gather feedback with openness and iterate for continuous improvement.
• Customer Collaboration: Engage directly with customers to co-create solutions. Understand their goals, challenges, and needs to ensure effective and adaptive outcomes, with a focus on agentic systems.
• Measurement & Learning: Partner with stakeholders to define success metrics (KPIs), design processes for tracking them, and document outcomes to inform future efforts.

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. 

• Product Management Expertise: 8+ years of experience in product management within Agile environments. Skilled at creating roadmaps, breaking down features into Capabilities and Epics, and evaluating feasibility.
• Platform Knowledge: In-depth understanding of the ServiceNow platform’s capabilities, modules, and features.
• Technical Fluency: Proficiency in Agile and ServiceNow development; experience with Large Language Models and AI technologies is a plus. Familiarity with core ServiceNow modules like ITSM, ITOM, HRSD, or CSM is valued.
• Team Collaboration: Proven experience working across teams, including Product Management, Design, Engineering, and Business Units.
• Customer-Centered Approach: Ability to listen deeply to customers, understand their needs, and translate insights into actionable solutions.
• Inclusive Communication: Strong verbal, written, and presentation skills, with a focus on making technical concepts accessible to all audiences.
• Analytical & Creative Problem-Solving: Skilled at approaching problems with curiosity, data-informed thinking, and creativity.
• Insight-Driven Analysis: