Principal Inbound Product Manager

ServiceNow · Full-time · Posted 2w ago

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

About the Team

Our Connected Customer Experiences organization is scaling a portfolio of AI-powered capabilities designed to help customers resolve issues quickly and effectively, with AI increasingly able to complete resolutions without requiring human involvement. These capabilities are core to how ServiceNow proves that AI can operate reliably at enterprise scale — on our own platform, for our own customers.

About the Role

ServiceNow is looking for a Principal Inbound Product Manager to build the evaluation and feedback backbone that makes our AI-powered support products trustworthy, measurable, and continuously improving. We are investing in building structured mechanism for statistical sampling, human review, or feedback capture that closes the loop back into the product. This role owns enabling that mechanism from the ground up, and applying it consistently across all AI-enabled products in the portfolio.

This is an inbound-facing role: your primary customers are the product teams and Customer Support teams across the organization, and your core deliverable is the evaluation & governance infrastructure, taxonomy, and process that lets every AI feature get measurably better over time.

What You'll Own

End-to-end design of the AI product evaluation ecosystem: automated evals, human-in-the-loop review, and a structured feedback taxonomy applied consistently across the organization's AI-enabled support capabilities.
A closed-loop process that converts feedback and review findings into concrete product and model improvements.
Cross-functional coordination across Product, AI/ML Engineering, Data & Telemetry, and AI Operations to unify how feedback is captured, reviewed, and actioned.
The requirements and prioritization inputs that drive continuous improvement in resolution quality and effectiveness, benefiting both internal support teams and external customers.

Why This Role Matters

Own the foundational trust layer for ServiceNow's AI-powered support products at a moment when the company is scaling AI features faster than it can currently validate them.
Shape how ServiceNow itself, not just our customers — operationalizes responsible, data-driven AI product development, with direct executive visibility.
Sit at the intersection of product, data science, and operations, with the mandate to build something that doesn't exist today rather than optimize an existing process.
High-leverage, cross-functional scope: your work becomes the shared standard every AI feature across the org and measured against.

What Success Looks Like

A structured evaluation ecosystem (automated evals, human review cadence, feedback taxonomy) live and adopted across all major AI-enabled support products.
A functioning closed-loop process, with measurable improvement in resolution quality tied to feedback findings.
Demonstrated progress toward company-wide goals for AI-driven issue resolution, with feedback insights as a contributing driver.
AI product and engineering teams actively using the evaluation framework as part of their standard development cycle, not as an afterthought.

Qualifications

To be successful in this role you have:

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.
15+ years of product management , with recent hands-on experience building AI Agents, AI evaluation, feedback, or quality frameworks for AI/ML-powered products.
Strong AI product sense, able to reason about measuring AI application performance, failure modes, and quality tradeoffs, not just feature delivery.
Experience designing structured feedback or evaluation systems: golden datasets, statistical sampling, human-in-the-loop review, or similar.
Data-driven decision-making, comfortable defining metrics, interpreting telemetry, and using both to prioritize.
Proven track record leading cross-functional initiatives without direct authority, across Product, Engineering, Data Science, and Operations.
Experience in a customer support, service delivery, or similarly operational environment is a plus.
Excellent stakeholder management and communication skills; able to influence senior leaders and align multiple teams around a shared framework.

For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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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