Principal Product Manager, 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 Team: 

The Intelligent Services team is at the forefront of redefining how enterprises harness AI to deliver meaningful outcomes. Positioned within ServiceNow’s AI Innovation org, we build the connective tissue that powers enterprise search, agentic AI, and Intelligent workflows across the Now Platform. Our mission is to advance search and conversational AI capabilities that not only understand context but also anticipate user needs—unlocking new agentic opportunities, driving measurable value, and enabling real-time performance and CSAT insights.

Together, the Intelligent Services layer forms the foundation for Now Assist and agentic AI, giving ServiceNow a unique advantage in delivering AI that truly knows your business.

The Impact You’ll Make:

Intelligent Services is seeking a Principal Product Management for AI Search to lead the development of advanced enterprise search and conversational AI capabilities that enhance user experience and support the company's growth ambitions. This highly impactful, 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:    

• Set the Vision & Strategy: Define and drive the roadmap for enterprise search, Retrieval-Augmented Generation (RAG), and question-answering capabilities that will power ServiceNow’s next wave of growth and innovation as we scale to $30B+ in revenue.

• Lead High-Impact Innovation: Partner closely with ML research, engineering, and design teams to deliver cutting-edge search solutions that blend relevance, personalization, and scalability.

• Own Outcomes, Not Just Features: Manage the full product lifecycle with accountability for measurable business impact—adoption, user productivity, and customer satisfaction.

• Turn Insights into Action: Leverage user research, customer pilots, and market intelligence to shape product direction, ensuring solutions are both technically innovative and deeply customer-centric.

• Drive Cross-Functional Alignment: Build strong partnerships across product teams to embed search and GenAI capabilities seamlessly into the broader platform ecosystem.

• Measure What Matters: Establish clear metrics and frameworks to evaluate search quality, AI-driven value, and product success at scale.

• Inspire & Develop Talent: Lead and mentor a small team of Product Managers, fostering technical excellence, strategic thinking, and customer-first innovation.

Qualifications

We’re seeking a Principal Product Manager with deep expertise in enterprise search and a passion for driving AI-powered innovation. The ideal candidate brings:

• Enterprise Search Expertise: 8+ years in software product management, including at least 5 years driving innovation in enterprise search and information retrieval.

• AI/ML & Search Technology Leadership: Deep understanding of AI/ML frameworks and modern search technologies (e.g., Elasticsearch, Moveworks, Glean, Coveo), with hands-on experience building GenAI, NLP, or context-aware search solutions.

• Technical Vision & Innovation: Proven ability to evaluate emerging capabilities (context awareness, indexing strategies, relevance ranking) and translate them into differentiated product offerings.

• Customer-Centric Mindset: A track record of delivering solutions that anticipate user needs and elevate customer experiences through data-driven insights.

• Strategic Problem Solver: Exceptional skill in navigating ambiguity, framing trade-offs, and making decisions that balance technical feasibility, user exper