Director of Product Management, Conversational Interfaces

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

Emerging Technology Group

Emerging Technology Group (ETG) is ServiceNow’s Digital Technology (DT) internal incubation group. Being customer zero for ServiceNow products we ensure the products works for us internally and delivers value as it gets in hands of our customers. As Customer Zero we implement all our technology workflows and deliver the best experience. With AI everywhere we are in charge of AI Experiences which cut across the enterprise like Search, Conversational Interfaces, Automation, and helping our DT developers to be productivity to build enterprise grade products on ServiceNow Platform.

We are focused on accelerating innovations and developing new concepts, forward-thinking solutions and products leveraging ServiceNow’s Intelligent platform and the best industry standards.

If you enjoy learning, growing and making an impact, you will love being in this role. You get exposure to every facet of the enterprise and can make a meaningful impact on both the business and on the people who work here. You will face new obstacles and priorities every day, which can be invigorating and push the boundaries of your thought process.

About the Role:

We are seeking a visionary Director of Conversational Interfaces to lead ServiceNow's strategy and execution for conversational AI and interface technologies. In this role, you will spearhead the development and delivery of advanced conversational products, ensuring they align with business goals and customer needs. As a cross-functional leader, you will work closely with engineering, product management, design, and stakeholders across the organization to create industry-leading conversational experiences.

Key Responsibilities:

Strategic Leadership

• Define the vision and strategy for conversational interfaces aligned with ServiceNow’s mission and product portfolio.
• Own the product roadmap, ensuring strategic prioritization of features and initiatives to maximize customer impact and business value.
• Identify emerging trends in conversational AI, voice technologies, and natural language interfaces to inform product evolution.

Team and Stakeholder Collaboration

• Lead and inspire cross-functional teams, fostering a culture of innovation, accountability, and excellence.
• Work together with stakeholders, including customers, sales, marketing, and support, to gather insights and translate them into actionable product requirements.
• Build partnerships with external vendors, industry experts, and academia to stay at the forefront of technological advancements.

Product Development and Delivery

• Drive the end-to-end delivery of conversational products, ensuring high-quality releases on time and within scope.
• Partner with engineering teams to define scalable, reliable, and secure architecture for conversational systems.
• Oversee the design and implementation of user-centric conversational interfaces that enhance engagement and usability.

Performance Management and Metrics

• Establish KPIs and metrics to track product performance, user adoption, and customer satisfaction.
• Continuously iterate and improve conversational solutions based on data-driven insights and user feedback.

Qualifications

Required Experience

• 15+ years of experience in product management, engineering, or related fields, with 3-5 years managing teams in conversational AI, voice interfaces, or natural language technologies.
• Proven success in delivering complex, customer-facing products at scale in enterprise or consumer technology environments.
• Strong technical background with a deep understanding of AI/ML technologies, APIs, and platform development.
• Strategic thinker with the ability to translate vision into actionable roadmaps and priorities.
• Exceptional leadership and team management skills, with experience driving cross-functional alignment.
• Excellent communication and presentation skills, capable of influencing executive stakeholders and technical teams alike.
• Proficiency in analyzing market trends and competitive landscapes to guide product stra