Senior Principal Product Manager, Conversational Search

Summary

Join ServiceNow as a Product Manager to shape the future of search and conversational AI. This high-impact role involves driving product strategy for search, retrieval augmented generation (RAG), and question-answering capabilities. You will collaborate with cross-functional teams, manage the product lifecycle, and integrate user research into product requirements. Success requires 10+ years of software product management experience and direct experience building GenAI, NLP, or search capabilities. The role demands strong prioritization skills, customer empathy, and expertise in data synthesis. ServiceNow offers a flexible work environment.

Requirements

• 10+ years of software product management experience
• Direct experience building GenAI, 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

Responsibilities

• Drive product strategy for search, retrieval augmented generation (RAG), and question-answering capabilities that sets us up for success as we look to grow to $20B+ in revenue
• Identify compelling product priorities and build consensus around them
• Facilitate cross-functional teams that comprise ML research, engineering, user experience research, and design partners to bring high-quality products to life
• Manage the end-to-end product lifecycle and assume ownership of outcomes
• Integrate user research, customer pilots, and market analysis into product requirements to enhance user and customer satisfaction
• Translate complex problems into clear and compelling requirements
• Develop multimodal communications that speak to diverse audiences, both internal and external, and technical and non-technical
• Forge partnerships with other product teams to drive adoption of search and GenAI capabilities
• Establish and refine metrics and framework for measuring the quality and value of search and GenAI
• Serve as team guide and coach lower-level employees

Benefits

Work Personas (flexible, remote, or required in office)