Senior Director of Platform Business Product Management

Who you are

• 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
• 10+ years of Product Management experience spanning both business-focused (strategy, UX, stakeholder influence) and technical (platform, APIs, architecture) domains
• A proven track record of leading platform business product strategy and delivery across multiple internal-facing products or user journeys
• Deep understanding of AI/ML application in enterprise environments, including assistants, recommendations, search, and orchestration layers
• Experience navigating federated or domain-led organizations, especially across employee experience, HR, or shared service functions
• Demonstrated empathy for internal users from employees and people leaders to HR and support teams and passion for solving experience fragmentation
• A history of aligning executives, engineering, design, and analytics stakeholders around a shared platform strategy and product roadmap
• Fluency in systems thinking and the ability to move seamlessly between strategic storytelling and technical tradeoffs
• A strong bias for action, agile delivery orientation, and unwavering commitment to quality and impact

What the job involves

• Be the connective tissue between employee journeys and the platforms that power them
• This role brings Global People’s voice and vision to life through platform capabilities like AI, My ServiceNow, and My Assist while empowering all employee experience products to scale more consistently and intelligently
• The Senior Director, Platform Business Product Management (BPM) serves as Global People’s (GP) end-to-end product leader and strategic counterpart for shared employee experience capabilities including AI-powered interactions, portal (My ServiceNow), search and assistant (My Assist)
• In partnership with Success, Technology, Experience, and Platform (STEP) and Digital Technology (DT), this role ensures that these capabilities are optimized for employee value, used consistently across lifecycle journeys, and aligned with the GP’s strategic intent
• Define and execute a bold, forward-looking product vision for the shared platform capabilities that power internal employee experiences with a focus on AI-powered interactions, portal (My ServiceNow) and enterprise search and digital assistance (My Assist)
• Serve as the end-to-end experience owner for these internal-facing capabilities, partnering with COEs as they define the “what and why”, then owning “how and when” with design, technical product management and engineering teams
• Ensure every aspect of platform product development reflects ServiceNow’s AI-first approach and commitment to the People Pact
• Co-own the product and experience roadmap in partnership with STEP and DT, aligning GP priorities with technical feasibility and sequencing. Collaborate to ensure the platform is both scalable and continuously improving based on real-world employee needs
• Translate GP goals and journey-level strategies into actionable platform product requirements and outcomes
• Partner with vertical Business Product Managers (e.g., Talent Acquisition, Total Rewards, Learning and Development, People Analytics, People Services) to ensure their roadmaps integrate the right platform-powered features emphasizing reuse, scale, and cross-journey consistency
• Coach, enable, and empower vertical GP Business Product Managers to make the most of shared platform capabilities delivering AI and assistant-based experiences that are consistent, intuitive, and high-impact
• Develop enablement assets in alignment with DT guidance including reusable templates, integration standards, and design patterns to ensure consistent and efficient development across GP Business Product teams
• Lead shared planning and governance rituals that align product teams around common milestones, maturity goals, and platform best practices
• Nfluence platform data strategies and AI feature development by representing GP’s use cases, constraints, and values in tight coordination with the technical and data owners in DT and the enterprise AI team
• Partner with People Analytics and ServiceNow Data & Analytics, and AI teams to ensure all platform features are grounded in trusted, governed, and well-instrumented data
• Champion responsible AI design principles including transparency, consent, feedback loops, and human-in-the-loop experiences where appropriate
• Define instrumentation strategies that allow teams to continuously improve personalization, performance, and satisfaction across platform use cases
• Act as a thought leader and connector across the GP, DT, and STEP organizations communicating a compelling vision for how shared capabilities can transform the employee experience
• Champion the GP team’s role as “Customer Zero” showcasing internal excellence in using the Now Platform to serve our own employees
• Establish and track measurable indicators of success spanning cross-journey consistency, AI assistant adoption (i.e. contributing to AI Control Tower tracking), employee satisfaction, and platform reuse across GP
• Help define joint platform operating rhythms and governance between GP and DT including intake, prioritization, retrospectives, and KPI review to ensure shared success
• Success Metrics:
• Agentic enablement of the GP team; capacity savings that result
• Usage of My ServiceNow and My Assist
• Undisputed “Customer Zero”

Benefits

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time