Technical Principal Product Manager - Conversational AI Experiences - ServiceNow

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

Job Title: Technical Principal Product Manager - Conversational AI Experiences

Company Overview:

ServiceNow is a leading cloud platform for transforming the way people work. We are seeking a driven Product Manager to spearhead the development and evolution of our Now Assist Conversational AI Experiences product. Conversational AI Experiences empower our customers to engage with ServiceNow through natural language, facilitating both customer self-service and agent-assisted interactions.

Job Description:

As the Staff Product Manager, you will lead the strategy, development, and execution of product features, ensuring they align with outcome of driving deflection for our customers. 

Key Responsibilities:

• Roadmap Development: Define and communicate a strategic roadmap for the Now Assist Conversational AI product. Manage the product backlog by prioritizing features, defining user stories, and establishing acceptance criteria that align with user needs and market demands.

• Stakeholder Collaboration: Collaborate with cross-functional stakeholders to identify customer pain points, validate product proposals, and drive product adoption and growth.

• Partnership with Engineering and Design: Work closely with engineering and design teams to ensure timely and efficient product delivery, proactively resolving any issues or dependencies that arise.

• Market Analysis: Analyze market trends, customer feedback, and the competitive landscape to inform product decisions and maintain a competitive edge.

• Performance Metrics: Establish and track key performance indicators (KPIs) and success metrics to measure product feature effectiveness, using data-driven insights to iterate and improve offerings.

Qualifications:

To excel in this role, you will need:

• A Bachelor’s degree in Computer Science, Business, or a related field; an MBA is preferred.

• 8+ years of experience in product management, particularly with conversational AI interfaces, chatbots, or virtual agents.

• A proven track record of successfully launching and managing technology products that resonate with users.

• Deep knowledge of conversational AI, natural language processing (NLP), LLMs and user interface design principles.

• Exceptional communication, leadership, and interpersonal skills, with a demonstrated ability to influence and motivate teams and stakeholders across the organization.

• Strong analytical, problem-solving, and decision-making skills, leveraging data and customer feedback to guide product direction and priorities.

• The ability to think strategically while effectively managing day-to-day product execution.