Senior Staff Product Manager, Conversational AI

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

We are seeking an exceptional Senior Staff Product Manager to own and drive the strategic vision and execution of AI-native conversational experiences across the ServiceNow platform. In this role, you will take full ownership of product direction, navigate complex cross-functional challenges, and establish yourself as the trusted expert—internally and externally—for conversational AI strategy. This is an ownership role for a self-directed leader who thrives in ambiguity, drives alignment across silos, and earns credibility as a thought leader. What You Get to Do in This Role Own the end-to-end product vision, strategy, and roadmap for AI-native conversational experiences—from conception through market success Take initiative to identify strategic opportunities, define product direction, and make bold decisions with conviction Drive execution across complex multi-team challenges (AI/ML, Engineering, Design, Data, GTM, Customer Success, Security) Navigate ambiguous, high-impact product decisions requiring cross-functional alignment and creative trade-offs Establish yourself as the recognized expert on conversational AI strategy—internally with leadership and partners, externally with customers. Represent product strategy to executive leadership, and key accounts with clarity and confidence Maintain deep knowledge of the AI market—emerging models, techniques, competitive moves, and industry trends Identify strategic inflection points and market opportunities before they become obvious Understand enterprise customer workflows deeply; connect their pain points to conversational AI solutions Turn customer feedback into strategic insights and roadmap priorities Define multi-year strategy aligned with platform vision while remaining agile to market signals Communicate complex problems into clear requirements; inspire teams around shared vision Influence without direct authority; build alignment through leadership credibility and demonstrated progress Partner with Design, Research and Engineering teams to deliver effective end-to-end conversational customer experiences Define success metrics, telemetry requirements, and drive continuous optimization Connect AI innovation to workflow automation, governance, and enterprise operations Synthesize insights across AI research, market trends, and customer needs Anticipate where the market is heading; position ServiceNow to lead 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. 12+ years of software product management experience Proven ability to own and drive product visions from conception to market success Demonstrated expertise building and scaling conversational AI, agentic, or LLM-powered products at enterprise scale Strong track record navigating complex cross-functional challenges and aligning multiple teams Established as a recognized expert/thought