About the position
As part of our Digital Transformation group, 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. This role is on our PlatformX team within the Digital Transformation group. It is our newest team, shaping the long-term future of our intelligent platform. This high-leverage, 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.
Responsibilities
- Drive product strategy for search, retrieval augmented generation (RAG), and question-answering capabilities.
- Identify compelling product priorities and build consensus around them.
- Facilitate cross-functional teams that comprise ML research, engineering, user experience research, and design partners.
- Manage the end-to-end product lifecycle and assume ownership of outcomes.
- Integrate user research, customer pilots, and market analysis into product requirements.
- Translate complex problems into clear and compelling requirements.
- Develop multimodal communications that speak to diverse audiences.
- Forge partnerships with other product teams to drive adoption of search and gen-AI capabilities.
- Establish and refine metrics and framework for measuring the quality and value of search and gen-AI.
- Serve as team guide and coach lower-level employees.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- 8+ years of software product management experience.
- Direct experience building gen-AI, natural language processing, or search capabilities.
- Strong prioritization skills and the discipline to focus on high-impact activities.
- Experience capturing and defining product requirements and transforming them into a roadmap.
- Deep customer empathy and a track record delivering customer-centric solutions.
- Expertise in synthesizing qualitative and quantitative data to validate hypotheses, measure success, and inform product direction.
- Experience navigating ambiguity, identifying underlying problems, and clearly articulating tradeoffs around potential solutions.
- Demonstrated ability to navigate and solve problems at the intersection of machine learning quality and UX design.
Benefits
- Health plans, including flexible spending accounts.
- 401(k) Plan with company match.
- Employee Stock Purchase Plan (ESPP).
- Matching donations.
- Flexible time away plan.
- Family leave programs.
