Director, Product Management- Platform AI

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 role:

In this high-impact role, you will shape the future of Platform AI at ServiceNow. You’ll be at the forefront of defining how we embed intelligence across the ServiceNow ecosystem, leveraging the latest in Generative and Agentic AI to drive automation, decision-making, and experiences at scale. This is about more than Search or Conversational AI—it’s about creating intelligent, autonomous capabilities that anticipate needs, take action, and unlock value for the enterprise.

This opportunity sits within our Enterprise Technology Group inside Digital Technology. You’ll be responsible for driving the strategy, roadmap, and delivery of ServiceNow Platform AI capabilities that power internal products across IT and beyond. You’ll have the chance to lead with thought leadership, inspire innovation, and play a key role in our Customer Zero strategy—ensuring the ServiceNow Platform delivers maximum value internally while setting the standard for our customers.

We are focused on accelerating innovations and building new concepts that expand what’s possible on the ServiceNow Platform with AI at its core.

What you'll impact:

· Platform AI Strategy & Vision Define, evolve, and articulate a bold vision for AI on the ServiceNow Platform, with a focus on agentic AI and intelligent automation. Ensure alignment with enterprise priorities and emerging industry trends.

· Product Roadmap & Execution Own the roadmap for Platform AI capabilities, from ideation to delivery. Partner with engineering and design teams to deliver solutions that scale, delight users, and deliver measurable outcomes.

· Team Leadership Lead and inspire a high-performing product management team. Foster a culture of collaboration, curiosity, and excellence, while mentoring talent to grow into the next generation of product leaders.

· Cross-Functional Collaboration Work across IT, engineering, design, and business stakeholders to ensure Platform AI products meet real-world needs and drive adoption.

· Market Awareness & Innovation Stay ahead of the curve on AI advancements—Generative, Conversational, Agentic—and translate emerging technologies into actionable platform capabilities.

· Stakeholder Engagement Engage directly with leaders and users across the enterprise to understand their needs and pain points, turning those insights into transformative AI-driven solutions.

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 work for us internally and deliver value as they get in the 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 that cut across the enterprise like Search, Conversational Interfaces, and Automation, and we help our DT developers be productive by building enterprise-grade products on the 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 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 Digital Technology

We’re not yesterday’s IT department—we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

Qualifications

• 12+ years of product management leadership, with at least 3–5 years focused on AI-powered products or platforms.
• Experience building or scaling AI/ML capabilities (Generative AI, Conversational AI, Agentic AI).
• Strong leadership skills with a proven track record of managing and inspiring product teams.
• Strategic thinker with excellent decision-making, storytelling, and stakeholder influence abilities.
• Demonstrated success in bringing platform or AI products to market, with measurable business impact.
• Exceptional communication and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment.

Preferred Qualifications/Skills:

• Familiarity with ServiceNow products, platform, or processes (a plus, not required).
• Proven experience driving platform adoption and innovation.
• Knowledge of enterprise IT landscapes and digital transformation strategies.
• Startup or scale-up environment experience.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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